Forthcoming articles

International Journal of Business Continuity and Risk Management

International Journal of Business Continuity and Risk Management (IJBCRM)

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International Journal of Business Continuity and Risk Management (30 papers in press)

Regular Issues

  • A combination of the fuzzy best-worst and Vikor methods for Prioritization the lean six sigma improvement projects   Order a copy of this article
    by Mohammad Hashemi Tabatabaei, Mohammadali Khatami Firouzabadi, Maghsoud Amiri, Mohammad Ghahremanloo 
    Abstract: In today's competitive world, the number of organizations using lean six sigma techniques is increasing widely. The six sigma concept was originally developed to improve the efficiency and quality of manufactured products, but is now widely used by financial institutions, hospitals, retailers and other service industries. One of the most important issues in this regard is the selection of six sigma improvement projects. The purpose of this paper is to rank and prioritize the lean six sigma improvement projects by introducing a method which is a combination of fuzzy best-worst and Vikor methods. A total of 10 improvement projects were selected, and four criteria which have been used more frequently in previous studies were selected as evaluation crtiteria. The weights of the criteria was obtained by using the fuzzy best-worst method. Then, according to the weights obtained at this stage, the lean six-sigma improvement projects were prioritized by using the Vikor method. The results of this study showed that improvement project #5 had highest significance and it was placed at the first priority. Also, the results showed that selecting and prioritizing six sigma improvement projects using a combination of fuzzy best-worst method and Vikor method can lead to select the best project among the lean six sigma improvement projects, because this combined method requires less information and provides more consistent pairwise comparisons
    Keywords: Fuzzy best-worst method; Vikor method; Improvement project; Lean six sigma.

  • Maximizing the Contribution of Renewables in a Utility Energy Mix   Order a copy of this article
    by Roy Nersesian, Joseph McManus 
    Abstract: Solar and wind energy sources present meaningful challenges for utility operators. These energy sources are subject to random exposure to cloud cover and variable wind conditions. Predicting cloud and wind conditions is fraught with uncertainty. Thus solar and wind power sources present important considerations of reliability. This paper develops and discusses a generalized methodology to incorporate renewables like solar and wind into the traditional energy mix for electric utilities in light of the reliability challenges they present. Solar and wind cannot reliably displace fossil fuel or nuclear power fully in the energy mix at present. However, pumped storage facilities retain the capacity to provide sufficient storage to stabilize renewable generation and assure reliability of service utilizing currently available technology. As a result pumped storage capacity is the demand stabilization method applied within the simulation set forth. The method presented also enables a utility to examine and model variance within the general shape of the demand for electricity through the simulation.
    Keywords: Renewables; electricity storage; pumped storage plants; simulation modeling; @RISK; Evolver; and RISKOptimizer decision tools; reservoir dimensions.

  • Analysis and model development of supply chain risk variables in the Indian manufacturing context   Order a copy of this article
    by Harish Babu, Prabhas Bhardwaj 
    Abstract: Modern supply chains operate with a complex structure having multiple echelons, multiple partners at an echelon, which may be located at different places. In such an environment, risks and uncertainties are the realties, which create several problems for the supply chain managers. These risks can make the supply chain more vulnerable and may sometimes slowdown the supply chain or completely shut down the supply chain. This has led organizations to keep the study of Supply Chain Risk Management (SCRM) as their key concern. In order to handle supply chain risk properly, relevant risks to a supply chain and their interrelationships should be identified. This paper identifies seven dominant risk variables based on the case study of an electrical wire manufacturing industry. Interpretive Structural Modelling (ISM) approach has been applied to develop the interrelationship among these risk variables, and a relatively new approach of ranking the variables, based on driving power as well as dependence power, has been used. Based on MICMAC analysis, the risks have been classified into different categories. This research finding can be useful for managers to understand the characteristics and interrelationships among the risk variables for building a robust supply chain.
    Keywords: Supply chain risk management; risk types; risk variables; risk triggers; Interpretive Structural Modelling (ISM); MICMAC analysis.

  • An Evaluation of the Status of Lean Manufacturing Practices in SMEs in Northern India   Order a copy of this article
    by Sachin Saini, Doordarshi Singh 
    Abstract: The purpose of this investigation is to evaluate the penetration of Lean Manufacturing Practices and their effect on firm performance on the SMEs located in Northern India. Evaluation of the status of LMPs on the performance of SMEs has been done by the percent point score method which is a quantitative approach. 8 lean practices have been selected after an extensive literature review and validated through experts from the field. This study depicts the actual status of the implementation of Lean Practices in the 183 SMEs of Northern India related to manufacturing sector. Out of the selected, implementation of 5s, PM, Supplier management has been discovered to have found favour with the manufacturers to a high extent. But other operational practices like JIT, Kanban, SPC have are less in favour. The analysis reveals that some attempts have been made to enhance firm performance through the application of Lean Practices. And, this study has been successful in presenting the initiatives of the SMEs regarding Lean manufacturing practices for enhancement purposes. It will help the stakeholders in enhancing their firm performance, reaping higher profits and contributing to the growth of the national economy.
    Keywords: Lean Manufacturing Practices (LMPs); Smaller and medium enterprises (SMEs); Firm performance; Percent Point Score Method.

  • Driving Excellence in Credit Risk Management Practices in Commercial Lending- An Empirical Analysis of Indian Public Sector Banks   Order a copy of this article
    by Renu Arora 
    Abstract: Credit decisions are basically investment decisions with uncertainty over future cash inflows. The credit/risk managers in banks have to make informed choices based on their risk perceptions about commercial borrowers and manage credit risk at operational, strategic and regulatory levels. This study has investigated the effectiveness of a wide array of credit risk management (CRM) practices of Indian public sector banks through statistical analysis of perceptions of their credit analysts. Based on a systematic and comprehensive review of CRM systems in these banks, the study concluded that the most functional CRM practices are awareness about other banks risk management systems, a strong loan appraisal and review mechanism, implementation of KYC (Know Your Customer) norms, multi-tier credit approval process, risk-based appraisals, and controlling willful defaults by all means. The study also observed that there are many statistically significant different managerial perceptions about several CRM practices and this might be affecting the decision-making and judgment process on loan appraisals, risk scoring, loan reviews and other critical CRM processes and procedures.
    Keywords: Mid corporates; Credit scoring; Risk analytics; Non-performing loans; Insider loans; Willful defaulters; Limits management; Skill gap analysis; Tacit knowledge; Core competency; India. JEL Classification: G02; G12; G21; G32.

  • Assessing the risk reducing effect of measures against intelligent attacks: Review and discussion of some common approaches   Order a copy of this article
    by Tore Askeland, Roger Flage, Seth D. Guikema 
    Abstract: It is well-established that there is a fundamental phenomenological distinction between intentional events and non-intentional events. Different approaches have been proposed for assessing risk from intentional events, including a conditional screening approach ignoring the probability of attack, probabilistic risk analysis, game theoretic modelling, and a semi-quantitative approach highlighting the knowledge dimension and surprises. In the present paper, we review and compare these four approaches in terms of how they assess the effect of risk reducing measures. The potential theft of paintings from an art museum is used as an illustrating example. The comparison illustrates how the different fundamental assumptions underlying these approaches influence the baseline conclusions made regarding risk reducing measures. A scheme for assessing assumptions and their justification is suggested, linked to the semi-quantitative approach and showing how this approach can contribute to the structuring and evaluation of the decision basis provided by the other approaches.
    Keywords: intelligent adversarial risk assessment; game theory; probabilistic risk assessment (PRA); strength of knowledge.

  • Management of nuclear power plant emergency: A case of Korea   Order a copy of this article
    by Kyoo-Man Ha 
    Abstract: This study aimed to show how the management of nuclear power plant emergencies in Korea may be improved. Self-interest and all-interests management approaches of various stakeholders: nuclear power plant operating company, local governments, nongovernmental organizations (NGOs), and residents, were compared. From an international perspective, the effective management of a nuclear power plant emergency in a local community is outlined through qualitative content analysis. It was observed that the above-mentioned four stakeholders have not approached radiological emergencies as a societal issue, but rather as their own business- or work-related matter. Thus, a major finding of this study is that the local community must reform the current self-interest management by incorporating all-interests management in the near future.
    Keywords: nuclear emergency; radiological emergency; local governments; self-interest management; all-interests management.

  • Case study: Development of an integrative approach to assess municipalities resilience potential   Order a copy of this article
    by Delphine Micouleau, Benoît Robert 
    Abstract: The main objective of this research project is to develop a method of analysis and diagnosis of the resilience potential of municipal organizations. The approach developed and the resulting recommendations allow medium and long-term decision-making for further action to improve the resilience potential. The analyzes are based on criteria validated in collaboration with municipal managers and continuity program managers from a test municipality. The operational validation of this project has resulted in criteria that correspond to the disruption management of municipal managers. It focuses on the margin of maneuver, as well as knowledge, acceptance, planning, adaptation and anticipation as components of the resilience potential.
    Keywords: Resilience; margin of maneuver; planning; adaptation; anticipation; acceptance; disruption; analysis and diagnostic; analysis criteria.

  • Using Stress Testing Model in Measuring the Impact of the Financial Crisis on the Jordanian Commercial Banks   Order a copy of this article
    by Fouzan ALQaisi, Asem Tahtamouni 
    Abstract: this paper aims to answer multiple questions regarding Jordanian bank stability under credit, market, and liquidity shock scenarios in order to evaluate bank solvency and liquidity. The paper will use Stress Testing Model to measure the effect of the financial crisis in 2008 on the Jordanian commercial banks. It will conduct various stress testing scenarios on 13 Jordanian banks with the aim of better understanding the risk profile of the Jordanian banking system. Two spreadsheet models are utilized to conduct credit, market and liquidity shocks to assess the performance of the banks under each shock. The findings of this paper demonstrate that the Jordanian banking system is generally able to withstand reasonable shocks of each type, with some addressable weaknesses such as collateral under-provisioning and liquid asset shortcomings.
    Keywords: Stress Testing Model; Financial Crisis; Bank Stability; Commercial Banking Sector; Jordan.

  • SCALING BAD DEBTS IN INDIAN PUBLIC SECTOR BANKS: A MULTIVARIATE ANALYSIS   Order a copy of this article
    by Renu Arora 
    Abstract: This paper empirically evaluates eight bank-specific credit risk determinants to explore the extent to which the Indian public sector commercial banks have been able to restrain their stressed commercial loans and check the NPA growth in lending to business and industry. The study analyzes the inherent relationships and causality between these credit risk variables for 12 banks, for 11 years (2006-17), immediately before large scale merger of some of these banks, using ratios, growth rates, linear simple and multiple regression analysis, and Standard Granger causality tests. The study indicates that higher restructuring of loans and advances by the public sector banks has increased their non-performing loans, though causality between the two could not be established. A statistical causality relation at 10 % level of significance between net non-performing assets and capital adequacy ratios has been found. The study also indicates capital adequacy ratios causing changes in Net Interest Margin in the both, the best and worst performing public sector banks the State Bank of India and the United Bank of India. These cause and effect relationships have contributed towards a new understanding about key credit risk parameters in commercial lending by banks.
    Keywords: Risk-weighted assets; Debt restructuring; Sensitive sectors; Net interest Margin; Capital Adequacy ratios; Data analytics; Stressed assets; Operational efficiency.

  • Towards Adequate Cybersecurity Risk Management in SMEs   Order a copy of this article
    by CHRISTOPHER MOTURI, Nabihah Abdulrahim, Daniel Orwa 
    Abstract: Small and Medium-sized Enterprises (SMEs) are core to the growth of the African economy. Their continued dependency on technology is driving them deeper into risks. SMEs that are developing technology-based solutions need an effective way to manage cyber risks. This study sought to determine the key cybersecurity risks faced by SMEs in Kenya that develop technology-based solutions. Using a case study approach and based on the National Institute of Standards and Technology (NIST) cybersecurity framework, an in-depth evaluation of the cybersecurity risk management practices within a selected SME was undertaken. The paper reports on the components identified as critical in the management of cyber risks within SMEs. An implementation strategy has been developed to provide a roadmap to assist in the management of cyber risks as part of their business risks. Insights provided will assist the Government and regulatory bodies assess the adequacy of current cybersecurity legislations and guidelines. This study has practical implications for SME managers in fostering a cybersecurity culture in this growing sector.
    Keywords: Cybercrime; Cyber Risk; Cybersecurity; NIST; Risk Management; SME.

  • An Analysis of CAPM Efficiency: The Case of the DFM Market in Dubai   Order a copy of this article
    by Angelo Corelli, Siham Achcar, Anna Chekanova, Rim Ghalayini, Nazli Orazalyyeva 
    Abstract: The project analyzes the DFM market in terms of efficiency, by applying portfolio theory to the construction of the efficient frontier and the Security Market Line (SML). Moreover, a Security Market Line analysis is performed in order to obtain buy or sell recommendations. The dataset includes 35 companies that are currently listed and showing reliable data evolution over time. The constrained minimization, not allowing for short selling so to mimic the regulatory environment on DFM, shows that all stocks are below the Capital Market Line. Unconstrained optimization is not possible due to the variance-covariance matrix not being positive-definite. The SML analysis shows that signals are contradictory and equally split between buy and sell, resulting in uncertainty about the future trend of the market.
    Keywords: Efficiency; Portfolio; Optimization; Frontier; Capital Market Line; Security Market Line.

  • Factors influencing the Risk propensity of Malaysian Project Managers in Construction Industry   Order a copy of this article
    by Shaista Noor, Ali Chauhdry Mehar 
    Abstract: Construction industries are confronting a wide variety of risks such as finances, designing which influence directly on overall performance and fulfilment of the desired goals. Thus, for project managers, risk management is considered as a proactive approach for effective risk minimisation and management as most of the Malaysian construction industries lack in proper risk management practices. Furthermore, it is imperative to identify the factors that influence the risk-propensity of Malaysian Project Managers in Construction industries. Therefore, the data collection is done from four renowned construction companies in Klang Valley, Malaysia. This study adopts the qualitative research strategy and interviews conducted with four project managers. The results highlight that individual factors (experience, leadership qualities, qualification, multitasking and risk management practices) and project factors such as (budget, scope, schedule, uniqueness, complexities) influence on risk propensity and risk management of Malaysian Construction Industry Project Managers. However, leadership qualities and experience contribute more towards risk-propensity of Malaysian Project Managers in Construction Industry. A model has designed regarding factors influencing the risk propensity of project managers in the construction industry of Malaysia.
    Keywords: risk; construction; industry; project; managers; Malaysia.

  • Macro-Financial analysis of Value-at-Risk from Banking stocks in Indian Scenario   Order a copy of this article
    by Riyanka Baral, Sankalpa Purushottam Naik, Debasis Patnaik 
    Abstract: Value-at-risk (VaR) of banking stocks can be affected both by the financial ratio and macroeconomic variables. A balanced panel data of 28 Indian banks from 2005-2018 was used for the analysis. The findings of the study reveal that return on assets, consumer price index, gross domestic product, unemployment, and total investment significantly affect VaR. These findings bear policy implications for the banking sector and other stakeholders. Inflation mitigation should continue as the cornerstone of Indian monetary policy. The positive relation of VaR with unemployment demands that targeted employment approaches at urban and rural levels should be undertaken on a war footing along with labor-intensive infrastructure development providing a long-term perspective to the issue. This would help generate higher credit off-take for small scale investments at economy-wide levels, consumer demand increases with banking liquidity being put to productive use, leading to less non-performing assets and dynamic banking behavior.
    Keywords: Value-At-Risk; Financial Ratios; Macroeconomic; Banks; Fixed and Random Effect; Cash-Deposit Ratio; Consumer Price Index; Gross Domestic Product; Unemployment; Non-performing Assets.

  • A Framework for IS/IT Disaster Recovery Planning   Order a copy of this article
    by Rafi Ashrafi 
    Abstract: As organizations increasingly rely on data, information, and technology, they are exposed to various disasters such as power outages, natural disasters, fraud, terrorist attacks and viruses. These disasters may cause disruption to the organizations services and may have an impact on business (Karim, 2011). As a result, Information Systems/ (IS)/Information Technology (IT) Disaster Recovery Planning (DRP) has received considerable attention among the practitioners and researchers during the past two decades (Lewis, 2003, Nelson 2006). Literature shows that there is a lack of suitable frameworks for IT DRP (Kelly 2012; Baham, Hirschheim, Calderon, Kisekka, 2017). To fill this gap, this study identifies a set of 10 Critical Success Factors (CSFs) from previous research, defines the effectiveness of IT DRP, and proposes a framework for IS/IT DRP. The framework establishes a relationship between CSFs and DRP effectiveness. This study will help organizations in adopting a suitable framework and improving their disaster recovery efforts in order to be more effective in dealing with IS/IT disasters.
    Keywords: Information Technology; Information Systems; Disaster Recovery Planning; Framework; Critical Success Factors.

  • Engagement Risk Management Instrument for the Zimbabwean Audit Firms   Order a copy of this article
    by Varaidzo Denhere, Tankiso Moloi 
    Abstract: Following reputational damage caused amongst other things by engaging high risk clients and a general lack of engagement risk guidelines for audit firms in Zimbabwe, this study aimed at developing an ERMI to be considered for utilisation by Zimbabwean audit firms. The proposed ERMI will guide audit partners and chief risk officers in assessing engagement risk for potential clients before accepting or rejecting them for an audit engagement. A Delphi process was employed to a panel of engagement risk experts, namely audit partners and chief risk officers. At the time of data collection, there were twenty registered audit firms in Zimbabwe. In line with the requirement of the Delphi Technique which requires that a variety of rounds is held with experts, these firms were divided into two samples. In the first phase, which included ten audit firms, interviews were conducted with six firms where both the audit partners and chief risk officers were interviewed. This process yielded twelve responses. In the second phase, there were eight firms that responded, again both the audit partners and chief risk officers, yielding sixteen responses. This study has identified engagement risk factors that should be assessed before client acceptance in the Zimbabwean context. It has further provided the ERMI which could be considered and adopted by Zimbabwean firms when they make a decision whether to accept or reject a potential client. It is envisaged that this instrument, will be pivotal in the reduction of reputational risk associated with litigation that follows when the auditee fails. Other countries could adopt the approach utilised to get to the ERMI for country specific ERMIs. It is envisaged that the proposed ERMI could assist in reducing the risk of engaging potentially risky clients which has potential to damage the reputation of an audit firm or result in the audit firm being litigated against. As such, there are two primary beneficiaries of the ERMI, namely; the small and medium audit enterprises as well as large audit firms. Small and medium audit enterprises with no resources to conduct a thorough engagement risk with potential clients could adopt the proposed ERMI and build this into their processes. This would assist them to identify engagement risk factors that should be assessed before they make a decision. In this regard, a decision whether to accept or reject a potential client would have been informed by an objective process. Should larger audit firms have no engagement risk processes in place, the process explained for the small and medium audit enterprises could be adopted. If a large audit firm has the engagement risk processes in place, this could be enhanced by applying the proposed ERMI as an additional objective screening instrument embedded in the firms processes to make a determination on whether to accept or reject a potential client. This study contributes new knowledge in the form of engagement risk factors and an engagement risk management instrument envisaged to provide guidance towards client acceptance or rejection.
    Keywords: Engagement Risk Instrument; Engagement Risk Factors; Client acceptance; Business Continuity; Risk Management.

  • An Empirical Assessment of Information Security Best Practices and Information Technology Disaster Recovery Readiness in Ghanaian Micro-Finance Sector   Order a copy of this article
    by Paul Danquah, Stephen Bekoe, Victor Gordon 
    Abstract: Fundamental to the smooth operation of any organization in the financial sector is the need to have its information secured. This research set out to critically assess information security best practices and Information Technology (IT) disaster recovery readiness in Ghanaian Micro-Finance Sector. The criteria used as the basis for assessment are the existence of documented policies, the existence of designated personnel and the usage of internationally recognized benchmarks for information security best practices. The criteria used for IT disaster recovery readiness were the existence of documented IT disaster recovery plans, evidence of IT disaster recovery plan's implementation and the existence and evidence of best practices of IT disaster recovery readiness. The research approach was a mixed-method where the data collection, data analysis and interpretation of the evidence was purposefully done with triangulation. A summarized analysis of the data gathered indicates that a generally poor information security practice exists within the microfinance industry in Ghana. IT disaster recovery readiness is however relatively better with regular backups being a prominent feature. In view of the foundational theory of protection motivation theory, it is suggested that future research delves into the reason for the observed phenomena.
    Keywords: Information Technology; Disaster Recovery; Micro-Finance; Ghana.

  • Dynamic and Adaptive Resilience of Small Businesses after the 2015 Nepal Earthquake   Order a copy of this article
    by Ali Asgary, Sushan Pradhan, JiaYan Wang 
    Abstract: This study examines small business resilience following the 2015 Nepal earthquake using data collected through a questionnaire nearly 2 years after the earthquake. The findings show that most sampled businesses were not equipped with inherent and built-in resilience because majority of them did not have risk management and business continuity plans. However, findings confirm that majority of the sampled businesses resumed operations reasonably quick and most of them made a full recovered within two years after the disaster demonstrating high adaptive and dynamic resilience. While significant correlation between the earthquake impacts and the dynamic resilience was not observed, financial factors, particularly business use of their savings and family support showed highest correlations with dynamic resilience and recovery. Findings also reveal that small businesses in a developing country such as Nepal can become sufficiently resilient if they are provided with the resources and support to enhance their static and inherent resilience.
    Keywords: Nepal Earthquake; Business resilience; dynamic resilience; business continuity; risk management.

Special Issue on: SAC-MESS 2019 Extending Theory for Global Strategic Risk Management Perspectives

  • SYSTEMATIC ANALYSIS REGARDING LEADERSHIP IN HEALTHCARE   Order a copy of this article
    by Nesma Sayed 
    Abstract: Background of the study: Leadership in healthcare is of great importance due to the complexity, diversity and the special nature of this industry as well as the great impact of its leaders on human lives. Appointing healthcare leaders is not possible nowadays only depending on their medical degree or technical skills. Having the core competencies and skills of leaders is now essential to hold a leadership position in healthcare. Some of those competencies include Proactivity, motivation, ability to reach consensus, change initiation and the ability to lead using a transformational style. Methodology: This paper is a Systematic review (literature review) paper using Arksey and OMalley methodology. Aim: To help decision-makers in healthcare with different leadership interventions and tools to improve their success rates and master the daily challenges. To guide interested parties on how to develop new generations of successful healthcare leaders. Results/Findings: This study gives an understanding of the current situation of healthcare leadership. It defines the different challenges faced by healthcare leaders in different settings in different countries of the World. On top of that, it discusses the different healthcare leaders styles and tools used and their success rates. It also highlights some approaches that are used to prepare and develop new healthcare leaders. Limitations: Evidence selection bias including inclusion bias due to the fact of having only one author. The number of studies included is also limited and primary source biases cannot be denied. Future Implications: More studies are needed to cover more aspects regarding healthcare leadership especially in middle eastern countries.
    Keywords: Healthcare; Leadership; meta-analysis; development of healthcare leaders, leadership styles; leadership approaches; collectivistic; complex; task-relationship leadership; shared governance; servant leadership; lean-servant leadership; the current situation in healthcare.

  • THE ROLES OF TRANSFORMATIONAL LEADERSHIP, INNOVATION CLIMATE, CREATIVE SELF-EFFICACY, AND KNOWLEDGE SHARING IN FOSTERING EMPLOYEE CREATIVITY IN THE PUBLIC SECTOR IN VIETNAM   Order a copy of this article
    by Khoa T. Tran, Phuong V. Nguyen, Nguyen Huynh Trung Pham, Xuan Anh Le 
    Abstract: Employee creativity significantly influences the growth of organizations. This study aims to investigate the influence of transformational leadership on fostering employee creativity through mediating factors, including innovation climate, knowledge sharing, and creative self-efficacy, in the public organization context. This study used the snowball sampling approach to conduct a data survey of 461 respondents working in the public sector in Ho Chi Minh City, Vietnam. Tests of the research hypotheses using the structural equation modeling approach show that transformational leadership does not influence employee creativity directly but indirectly by promoting employees creative self-efficacy, knowledge sharing, and innovation climate. The results provide managerial implications for encouraging employee creativity in the public sector. Limitations and opportunities for future research are also highlighted.
    Keywords: Transformational leadership; Employee creativity; Knowledge sharing; Innovation climate; Creative self-efficacy; Public Sector.

  • Price sensitivity as a moderating factor between the effects of airline service quality and passenger satisfaction on passenger loyalty in airline industry   Order a copy of this article
    by Harith Yas, Ahmad Jusoh, Khalil Md Nor, Abbas Mardani 
    Abstract: The following scoping review examines the study conducted on the impacts that variables service quality and customer satisfaction have on customer loyalty focusing on Airline. Contributing factors assessed included the price sensitivity of consumers in airlines services that have an effect on the relationship between the service quality offered and the yielding customer satisfaction. Attainment of the study objectives was based on a wide range of literature existent in the databases available online. Secondary content obtained from a wide range of scholarly works was employed in assessing the research subject supporting the scoping review and its intention to provide a detailed assessment of the results. The literature reviews provided were used in identifying the existing research gaps in this field. However, the yielding literature review provides convincing results on the relationship between service quality and customer satisfaction on attainment of customer loyalty. Studying the airline services, attention is directed towards the airline services quality offered by Airlines starting with Pre-flight, in-flight and post-flight services. Linking the quality of the services to the prices imposed by the company provides an explanation for the decisions made by consumers. A thematic analysis of the information presented in the reviews is conducted to reveal the above.
    Keywords: Service Quality; Customer satisfaction; Customer loyalty; Price sensitive; Airline.

  • EXPLORATION OF INSTITUTION THEORY IN GREEN SUPPLY CHAIN INITIATIVES FOR HEALTHCARE INDUSTRIES IN MALAYSIA   Order a copy of this article
    by Norzianis Rezali, Mohd Helmi Ali, Fazli Idris, Yusasniza Mohd Yunus, Yusrizal Sufardi Mohd Yunan 
    Abstract: The need for sustainable performance in the healthcare supply chain is becoming acute. The healthcare industry currently has to contend with multiple competing pressures alongside the new challenges of sustainable performance. The aim of this research to explore the challenging factors of green supply chain initiatives from the view of the institutional theory. This research tries to assess the actual sustainable performance resulting from the adoption of green supply chain initiatives in healthcare industries. As part of the research, the explanatory frameworks based on the institution theory are explored and discussed. Interview with healthcare industries expert in Malaysia through the four case studies. The results provide in-depth insight and strong empirical evidence on how the institution pressure for green supply chain initiatives that contribute to the sustainable performance in healthcare industries. The findings of this research are intended to be used: (a). To identify the green supply chain initiatives in healthcare industries; (b). To build on a comprehensive picture of what challenges factors for green supply chain initiatives in healthcare industries, as perceived by institution pressure. Additionally, the research offers propositions on how green supply chain initiatives could be better achieved through a range of institution perspective.
    Keywords: Institution Theory; Green supply chain initiatives; Healthcare Industries; Case studies; Sustainable Performance.

  • Identifying the Key Beliefs of Private University Students towards joining the Malaysian Armed Forces   Order a copy of this article
    by Wooi Keong Yong, Maizaitulaidawati Md Husin, Khang Jie Liew, Sujitra Sockanathan, Noraini Ismail, Muhamad Radzi Rosly, Othman Md Said, Farhana Syed Ahmad 
    Abstract: The study investigates Malaysian private university students beliefs towards the Malaysian Armed Forces and their enlistment intentions, as a career in the armed forces appears to be an unpopular career choice among non-Malay youths. Using the Decomposed Theory of Planned Behaviour (DTPB), several variables including attitude, subjective norm and perceived behavioural control were identified. Descriptive norms, gender, economic and ethnic concerns were also included. As the research paradigm is Positivism, primary data via questionnaire will be collected from non-Malay private university students in Malaysia. Therefore, the data collected using non-probability sampling via snow-balling would be very suitable for analysis using a variance-based approach (otherwise known as PLS-SEM). It is expected that the sample size of 133 respondents will provide insights to the students behavioural, normative and control beliefs and this will be able to predict their attitude, subjective norms and perceived behavioural control. The findings are in agreement with previous studies done around the world about youth enlistment in the armed forces. The contribution of this study lies towards identifying the variables that influence non-Malay university students intentions to join the Malaysian Armed Forces. The limitations of this study is that it a snap-shot of the recent situation, it is recommended to have a longer term study.
    Keywords: Decomposed Theory of Planned Behaviour; Intention; Malaysian Armed Forces; Military enlistment; Military of Malaysia.

  • A META-ANALYSIS OF CONTINUOUS TECHNOLOGY USAGE BEHAVIOR   Order a copy of this article
    by Mohamed Salem, Khalil Bin Md Nor 
    Abstract: Continuous technology usage has become a critical factor to maintain business continuity. Many researchers have confirmed the importance of continuous usage behavior and the continuous utilization of technology as the key motive to achieve the values from the initial launching of a service. A review of literature related to continuous technology usage indicates that while there are many studies have tried to explore and examine factors that affect individuals intention of continuous technology usage, there are few studies that have attempted to explore beyond this intention stage, to address the continuous technology usage behavior. Therefore, the present paper reviewed the existing literature on continuous technology usage behavior, mapped the major theories utilized in this field and factors that researchers have used to predict continuous technology usage behavior. The findings highlight that the continuous technology usage behavior studies commonly relied on the expectation confirmation model as the underlying theory. Researchers in the field extended the model by adding new potential constructs. This study found that flow, intention, satisfaction, habit, perceived enjoyment, trust and perceived usefulness are the most significant drivers of continuous technology usage behavior in general. However, the review reveals that the factors affecting continuous usage behavior in east and west culture are different. Several recommendations for research in the area of continuous usage behavior are proposed.
    Keywords: Continuous usage behavior; expectation confirmation theory; Information technology usage.

  • FRAMEWORK FOR ADOPTION OF INFORMATION COMMUNICATION TECHNOLOGY BY SMALL AND MEDIUM-SIZED ENTERPRISES IN DEVELOPING ECONOMIES   Order a copy of this article
    by Aondoseer Abeh, Noraini Abu Talib, Dennis Kwatia Amoako 
    Abstract: Technological evolution in the knowledge driven economy has greatly impacted the manner in which businesses are operated. Prominent among the trending forms of technologies is the information and communication technologies (ICT), that has shaped competitiveness of both large corporations and small and medium sized enterprises (SMEs). The application of ICT for business operations by all forms of business organisations including SMEs has received global attention and it presents exceptional prospects for SMEs as well as scholars to carry out research work that will have implications on performance of SMEs. However, some SMEs in developing nations do not appreciate the paybacks of ICT because of lack of knowledge and certain constraints that follow investments in new innovations. This usually slow down the level of adoption of ICT by SMEs in developing countries. The focus of this paper is to offer a conceptual framework that would facilitate the evaluation of key factors for the adoption of ICT in SMEs. A literature review on ICT adoption is undertaken to advance a conceptual framework for ICT adoption by SMEs. The paper considered a number of theories and technology adoption models and integrated the Technology Acceptance Model (TAM), Technology, Organisation and Environment (TOE), and Agent Network Theory (ANT), frameworks by developing a conceptual framework with SMEs contextual view. This presentation provides a wider perspective of key factors that do not only relate to technology, organisation and environment but also incorporate the interactive perspective of organisations and objects (human and events) in a socio-technical environment.
    Keywords: ICT adoption; SMEs; Innovation; Technology.

  • A Review of Big Data Analytics on Customer Complaints in the Electricity Industry   Order a copy of this article
    by Hafizah Saipol, Sulfeeza Mohd Drus, Marini Othman 
    Abstract: Fulfilling customer satisfaction gives significant impact to any business including in the electricity industry. The key to achieving customer satisfaction is by providing them the best quality services at fair and reasonable costs. Customer complaints must be managed professionally and appropriately, and be leveraged to improve the quality of services and operational efficiency. In this regard, identifying the root cause of the problems becomes paramount in improving customer service for future improvement. The accumulated customer complaints generate massive data which can be fully utilised by using big data analytics. The purpose of this paper is to determine frequent customer complaint regarding electricity issue and review various methods of big data analytics that have been used to identify valuable insights within the data and to analyse the pattern that can be useful to find solutions to the problem, thus improving the electricity industry services especially in terms of complaint management. On the basis of a study of the different researches, different techniques of machine learning have been used because of its accuracy and in finding a pattern to solve the relevant electrical problem such as predicting power demand, managing power loads, and enhancing strategic planning.
    Keywords: Customer complaints; customer satisfaction; electricity; electricity industry; distribution; insight; big data; big data analytics; billing; power quality; electricity safety.

  • AN ANALYSIS ON PUBLIC PARTICIPATION IN AGRARIAN REFORM PROGRAM IN JENAWI SUB DISTRICT OF KARANGANYAR REGENCY   Order a copy of this article
    by Winarti Winarti, Budiman Widodo, Joko Suranto 
    Abstract: Distribution of land mastery, ownership, use, and utilization structures is important that the government issues Presidential Regulation. An effort to reform agrarian through to holistic approaches: Asset and Access. This research aimed to analyze public participation in implementing Agrarian Reform Program in Jenawi Sub District of Karanganyar Regency of Central Java. The research method was descriptive one using qualitative data. rnCohen and Uphoff (1977) confirmed that public participation in development process consists of 1) 1) participation in decision making, 2) participation in implementation, 3) participation in benefitsand 4) participation in evaluation. The result showed that public participation occurs during the implementation of agrarian reform program. This research recommended: 1) the need for coordination between related units in the implementation of agrarian reform, and 2) the socialization of program to educate the public so that they can participate actively.
    Keywords: Agrarian Reform; Participation; Asset; Access.

  • THE IMPACT OF CLIMATE ON PRICE FLUCTUATIONS TO THE INCOME OF LEEK FARMERS IN SAJEN VILLAGE, PACET, MOJOKERTO.   Order a copy of this article
    by Dwi Dewianawati, Nur Asyik 
    Abstract: The price of leeks that fluctuates in Mojokerto cause the profits of the leek farmers to be erratic, due to differences in seasons. Does climate have an impact on the effect of price fluctuations and on the income of leek farmers. This research aims to analyse the impact of climate on price fluctuations to the income of leek farmers in Sajen village . This research uses quantitative approach. With a population of 105 vegetable farmers in village research uses purpose sampling with 30 leek farmers as the sample. The variables of this research are Price Fluctuations (X1), Climate (X2), Income (Y). The data used in this research are primary data in the form of a questionnaire , the statistical analysis uses MRA (Moderated Regression Analysis).The results showed that price fluctuations affect income with a value of t = 7.091 and a significant value of 0.000. Thus the fluctuation of the price of leeks as a commodity of leek farmers. will affect the income of farmers. The results of the rain climate test will reduce the effect of price fluctuations in price fluctuations on income as reflected in the value of t = -2.213 with a significant value of 0.036. This research was carried out limited to leek farmers in Sajen Village Mojokerto. Future studies can use the latest methods, technologies for planting leeks without looking at the climate with consistent results. Facing price fluctuations, leek farmers are expected to be capable to identify the climate and market needs of leeks so the income will be stable.
    Keywords: price fluctuations; climate; and income.

  • VIRTUAL TRAVEL COMMUNITY: DOES INFORMATION QUALITY MATTERS?   Order a copy of this article
    by Nadia Hanum Amiruddin, Ahmad Azmi Mohd Ariffin, Norzalita Abdul Aziz 
    Abstract: The approach of virtual travel community provides a unique platform for both tourism service providers and travellers in exchanging travel information. The ability to compare prices, read other travellers reviews and other factors will remain key attractions for consumers to book online in the forecast period. Virtual travel communities are powerful platform and popular for tourism information sharing. However, the mounting information sharing within online communities may have a adverse impact on the consumers. The information could be biased, deceptive and come from disreputable sources and can be very difficult for travellers obtaining reliable advice. Thus, the main objective of this study is to explore how information quality in virtual travel community determine consumers stickiness intention. The empirical data were collected from consumers who have experienced reading or joining any virtual travel communities on the internet. This research used the four dimensions of information quality; accuracy, completeness, timeliness and information presentation. The result of the study shows there are strong supports for the three (3) hypotheses. Specifically, completeness, timeliness and information presentation significantly related to the online stickiness intention towards online travel community. The finding of the study will serve as an important basis for researchers and online travel agencies management to understand consumers stickiness intention and to further formulate information quality to improve traffic to their website.
    Keywords: Information quality; online stickiness intention; the virtual travel community.

Special Issue on: Extending Theory for Global Strategic Risk Management Perspectives

  • The moderating effect of crisis experience on the relationship between transformational leadership, decision making styles and crisis management in Yemen organizations   Order a copy of this article
    by Mohammed Alkhawlani, Abdul Manaf Bin Bohari, Jauriyah Binti Shamsuddin 
    Abstract: rnThe aim of this study is to investigate the moderating effect of crisis experience on the relationship between transformational leadership style, decision-making styles and crisis management in Yemen organisations. A total of 281 questionnaires were distributed among Yemen private organizations. Only 239 questionnaires were used in the analysis. Partial Least Squares Structural Equation Modelling (PLS- SEM) was employed in the data analysis. The findings indicated that transformational leadership has a significant influence in crisis management during crisis confrontation as well as decision making styles, which have a positive impact on crisis management. In addition, the moderating effect of crisis experience has been confirmed to enhance the relationship between transformational leadership style, decision making styles and crisis management during the crisis. In particular, the research successfully revealed that the transformational leaders have ability to transfer their enthusiasm, high power and transmit the inspirational motivation to their subordinates, which lead to better interaction during crisis situation. Future research is recommended to focus on mediating and moderating role of the factors influences crisis management during the crisis situation.
    Keywords: Crisis management; Transformational leadership; Decision making styles and Crisis experience.