Rizal Ahmad

• Bandung Institute of Technology

Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents...

Ambidexterity or the ability by individuals or firms to simultaneously and synergistically pursue both exploitation and exploration activities has been found to have positive effects on firm performance. However, the ambidexterity literature has been predominated by the studies at the organizational level, and little is known about the antecedents...

This study aims to investigate the level of user satisfaction with the services provided by E-Government portals and to examine the influence of perceived value and virtual community engagement on citizens’ satisfaction and their continuous and extended use intentions. Primary data are collected from a convenience sample of 1,000 E-Government porta...

This study aims to examine the effect of perceived value, perceived behavioural control and social influence on older citizens' attitude toward e-government portals and their continuous use intention. Through a questionnaire survey, primary data are collected from 123 older citizens aged 50 and above who use e-government portals. The findings show...

This study examines the antecedents of continued use and extended use of Enterprise Systems (ES). Data were collected from 345 business executives through a self-administered questionnaire survey and are analysed using structural equation modelling (SEM). The results indicate that perceived usefulness, computer self-efficacy, and facilitating condi...

The study examines the effect of market intelligence practices on firm performance in the small- and medium-sized tour operators in Malaysia. Specifically, a conceptual model is developed which hypothesizes that firm innovativeness relates positively to market intelligence acquisition and market intelligence utilization which, in turn, affects firm...

This study examined two antecedents – perceived value and destination image, which affect international tourist satisfaction from visiting Malaysia, and two consequences of tourist satisfaction – tourist loyalty and complaining behaviour. Data were collected using a questionnaire survey from 317 departing international tourists at two international...

This study examines the influence of online product review and product knowledge on the attitude towards online shopping, which leads to online purchase behavior. Data are collected from an online questionnaire with the use of Google Forms posted on three popular toy enthusiast websites in Malaysia. Using a self-selected sampling procedure, 263 usa...

This article details the development of AirAsia Malaysia from 2005 to 2008 and builds on a prior case, ‘AirAsia: The Sky’s the Limit’. Within only four years, AirAsia managed to expand its operations into another ten countries. In addition, through its associate company AsiaX, it launched long-haul low-cost air services from Malaysia to Australia a...

Purpose This paper has two purposes. First, it is to highlight the importance of customer retention and bonding in the context of twenty‐first century banking environment. Second, it is to propose a conceptual model of the customer‐bank bond. Design/methodology/approach The paper is written based on both extant literature and the author's observat...

The UK currently has about 20 million people who are 50 years old or over. This number is expected to grow to 25 million by 2021. Older people offer new market opportunities, and companies that choose to ignore them will do so at their own peril. Literature indicates that marketers’ existing understanding of older consumers revolves around their pe...

Customer retention is increasingly being seen as an important managerial issue, especially in the context of saturated market or lower growth of the number of new customers. It has also been acknowledged as a key objective of relationship marketing, primarily because of its potential in delivering superior relationship economics, i.e. it costs less...

This article explores the characteristics and attractiveness of UK older consumers to marketers. It shows that the UK's ageing population is potentially a dominant segment of the consumer market of the future. However, it is hard to identify this group of consumers. The research demonstrates that UK companies do not have specific programmes to attr...

In many markets, customer satisfaction with product and service is no longer enough to guarantee customer retention. Companies are finding that they must make efforts to bond customers to them for the long term through means other than the simple fulfillment of needs and wants. We supply detailed analyses of the customer bonding activities, both in...

This article explores the characteristics and attractiveness of UK older consumers to marketers. It shows that the UK's ageing population is potentially a dominant segment of the consumer market of the future. However, it is hard to identify this group of consumers. The research demonstrates that UK companies do not have specific programmes to attr...

Examines and reports the customer retention practices of Frontier Bank as it provides telephone banking services to business customers. Assesses whether those practices at Frontier Bank reflect extant theories, and whether extant theories can explain customer retention practice in this context. Reviews two theoretical discussions on customer retent...

Business markets are complex. Sellers have to deal with customised demand, both passive and active markets, multi-person interactions and interconnected relationships. Reports the case study of HDoX, a producer of hydrogen peroxide, an industrial chemical that has wide applications from the disinfecting of equipment in the foodstuffs industry to th...

The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning and implementing their marketing srategies. However, several author s have drawn attention to the inad...