Boo Ho Voon

Universiti Teknologi MARA Sarawak

This empirical research aimed to measure the service excellence culture of the community-based rehabilitation centres to train the employees and serve the parents/guardian and trainees (persons with disability) more effectively for sustainability. This survey research was done nation-wide and it yielded one thousand and twenty-nine usable questionn...

People with disabilities require consistent and inclusive healthcare services from the related stakeholders to leverage their socio-economic well-being. Seven focus group discussions (participated by community-based rehabilitation centre managers, trainers, and parents) were conducted in Malaysia. Each group had 10-15 participants. The discussions...

Although tourist homestay experience has been commonly recognized as an important criterion for community-based and eco-friendly destination loyalty, not much is known about the measurement of its service experience. A scientific inquiry into the tourist experience will be an essential differentiation tool for sustainable competitive advantage in t...

Purpose This paper focuses on the factors that affect entrepreneurs' performance in small and medium enterprises (SMEs) in the context of a developing nation. Despite the advances in this literature, examination of opportunity recognition in the same model with personal factors and environmental factors on entrepreneurs' performance is lacking. De...

The industry-education integration (IEI) is one of the strategies to develop vocational education. The concept of IEI is the basis for the development of vocational education proposed by the Ministry of Education of China in 2011, which mainly refers to the integration of industrial system and education system. The integration is an important measu...

Service sector is an important sector in Sarawak and it contributes about 36 percent to Sarawak’s Gross Domestic Product (GDP) in 2020. The sector also contributes 56 percent of total employment of the state. However, there are some challenges in service sector. Among the key challenges are low productivity growth, shortage of skilled workforce and...

Hui folk dance has its unique charm as an indispensable part of Chinese folk dance. It reflects the customs and cultural characteristics of the Hui nationality. This article explores the historical formation of Hui folk dance, analyses its formation process in different periods of history, analyses the culture, the body vocabulary of the folk dance...

The deadly coronavirus disease which started in the year 2019 (COVID-19, as named by the World Health Organization) is a grave threat to mankind. This COVID-19 pandemic has caused the loss of many lives worldwide. Henceforth, this omni-present and dangerous virus need to be curbed soonest possible and the entire world needs to do its best with love...

An individual's attitude is imperative in sustaining his/her performance. One has to believe and do the right things all the times for excellence. However, there are many aspects that the individual needs to recognize and do excellently well. This paper presents an attitudinal measurement on service excellence attitudes and links it to the students...

Many emerging economies have allocated significant amount of resource for sustainable suburbanization and development initiatives to serve and care for the targeted communities for happier households. The governments, private enterprises, and NGOs have been working together for sustainable suburban socio-economic development. Their sustainability p...

This paper aimed to gauge the MUET students’ report-writing dispositions and achievement orientation as well as examine the influence of selected demographic variables on these two variables. The research was conducted on two groups of MUET students (79 students) in a government secondary school in Kuching. The findings indicated that the multi-ite...

Students always need sincere and kind guidance from the teachers. Hence, a true customer orientation is instrumental in teaching English as it is always good to understand the students’ needs to improve their performance. This paper addresses the requirement to understand the students’ needs and then teach accordingly to improve the quality of MUET...

Homestay tourism can be a lucrative service sector and the Culture, adventure and nature (CAN) have been recognized as the critical components of eco-tourism products for tourism-friendly nations like Malaysia. Many tourists have enjoyed the social and environmental aspects of the various tourist destinations and there are also tourists who are not...

Researchers to date have paid less attention to the issue of the dimension of service quality among manufacturing enterprises. Service quality is a multidimensional construct and there is no general agreement on its content. This study explored the underlying dimensions of contract manufacturing service quality in the business-to-business service c...

Cultural dimensions have been commonly used to understand, contrast and interpret cultures; however specific limitations have affected their applicability for assessing and generalizing Malaysian consumer behavior issues. This study is to re-evaluate Malaysian consumer cultural behaviour. The approach used in the study included both qualitative and...

Studies in manufacturing areas have empirically indicated that good operational practices have led to superior operational performances. However, these studies have been overshadowed by manufacturing based management practices rather than services. In service operations management studies, over emphasis is being placed on service quality which is b...

In the food industry, it is important for an organization to leverage their customer's satisfaction and this can be achieved through superior customer service. The goals of this study were to investigate the causes and problems faced by the selected restaurant and to provide suggestions on how to improve the slow customer service based on the numer...

The Malaysian Government, with the assistance of the Ministry of Higher Education (MoHE) is aiming to turn Malaysia into an education hub within ASEAN. In achieving this target, the Malaysian Government is working very hard to attract as many foreign students as possible to further their studies in Malaysia. Furthermore, in line with this effort, t...

Purpose – The purpose of this paper is to empirically test the proposed measure of sports service quality (SSQ) and examine the relationships between emotional experience (EE) and user satisfaction (US) for sports competitions/training venues (i.e. for the sport of badminton). Design/methodology/approach – Focus group discussions and related lite...

Customer experience has great influence on6 satisfaction and their behavioural intentions. In fact, research on customer emotional experience has gained greater attention lately especially in the experience-driven hospitality industry. This exploratory research aims to identify the components of customer emotional experience with Halal food establi...

Purpose – This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale). Design/methodology/approach – The survey research involved qualitative and quantitative approaches in the scale development process....

Restaurants are important in generating income for many Asian countries. Therefore, determinants for restaurant service quality need to be identified, especially for the important segments (i.e., youths). This paper examines the importance of service environment (servicescape and human service), food quality and price from the youth's perspective....

This paper presents the development of a measurement index called HospiSE Index. The proposed index is developed based on an empirical research of employee-perceived culture of service excellence for hospitals in Malaysia. The qualitative and quantitative techniques were employment. Focus Groups were conducted, then a nation-wide mail survey (more...

The relatively service-driven restaurant industry is becoming more important in generating income for many Asian countries and hence the service performance of the restaurants must be well understood and managed. The key determinants for restaurant service quality need to be identified, especially for the important segment such as youth customers....

This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of...

Excellent service quality is crucial to business survival in the present banking environment in order to gain competitive advantage and corporate profitability. Thus, it is essential to analyze the means of measuring and evaluating service quality provided by banking institutions as they adjust to the dynamic changes in the banking environment. Pre...

Cultural heritage sites are important tourist attractions for many tourism-oriented countries worldwide. As for Sarawak in Borneo, the traditional longhouses have been one of the key selling points of the in-bound tour operators nationwide and worldwide. Many tourists go to Sarawak to gain the unique experiences with these longhouses. This paper pr...

This chapter highlights the critical insights of selected Confucian values for advancing service management. Eleven values and virtues which are very much related to moral and human relations are described and related to service quality improvement. A specific case on restaurant service quality is included to illustrate the relevant values. The cri...

Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper...

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to...

Purpose This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term continuity. Design/methodology/approach The survey instrume...

Purpose The main purpose of this paper is to examine the influence of individual‐level cultural dimensions on Generation Y consumers' expectations of service quality. Design/methodology/approach Service quality and individual‐level cultural values were measured using existing scales from the literature. Factor analysis was conducted to verify the...

With the intensified pace of globalization and increasing customer expectations, the higher education sector, like other economy sectors, faces increasing competition in terms of serving customers better. Service has been recognized as an effective tool for a competitive advantage. Thus, there is always a need for a more effective way of improving...

Purpose The purpose of this research is to empirically develop a service‐driven market orientation construct and test its relationships with service quality. Design/methodology/approach The researcher employs Critical Incident Technique to generate items for the survey instrument. Then, the quantitative‐based descriptive research uses structured q...

The culture of service excellence is crucial for continually achieving smooth service operations and hence excellent service delivery system. However, relatively less attention was given to the measurement for culture of service excellence. The operational definition and succinct measure have yet to be scientifically developed and validated for str...

This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network for longterm continuity. This study was conducted in...

This paper presents the findings on a tourist satisfaction measurement based on a survey done in Kuching City, Sarawak. A tourist satisfaction scale was adapted to measure the perceived-satisfaction of the tourists using 205 personally administered questionnaires. The reliability of the scale and sub-scales were found to be satisfactory. The touris...