Browsing by Author "Hossain, Muhammad Muazzem"

Now showing 1 - 9 of 9
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    A consumer perspective of service quality in the airline industry
    (2011) Hossain, Muhammad Muazzem; Ouedraogo, Noufou; Rezania, Davar
    The airline Service quality has received much attention from both academicians and practitioners. Various studies have used SERVQUAL, AIRQUAL, the Kano Model, etc. for measuring the customer service quality in the airline industry. However, a review of the airline service quality literature shows a lack of research about the use of latent semantic analysis (LSA) in uncovering the underlying factors affecting the quality of service provided by the airline companies. The purpose of this study is to explore the generic service quality characteristics pertaining to the airline industry by mining the comments provided by the passengers of various airline companies across the globe. Passengers are under no pressure to express their concerns, opinions, or suggestions for improvement of service quality. Therefore, we posit that the customers’ comments are reflections of their perception of quality of service that they have already experienced. This study will help the stakeholders better understand the characteristics of service quality in the airline industry. The findings will provide managers in the airline industry with insights for managing and improving the quality of service rendered to their customers. We collected 1,069 customer comments on eleven airline companies and conducted an LSA on them to identify five factors affecting the service quality in the industry. The findings suggest that caring and friendly crews, luggage handling, in-flight meals, in-flight entertainment, and service expectation are the five critical factors of the airline service quality in the eyes of the customers.
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    Causal latent semantic analysis (cLSA): an illustration
    (2011) Hossain, Muhammad Muazzem; Prybutok, Victor; Evangelopoulos, Nicholas
    Latent semantic analysis (LSA), a mathematical and statistical technique, is used to uncover latent semantic structure within a text corpus. It is a methodology that can extract the contextual-usage meaning of words and obtain approximate estimates of meaning similarities among words and text passages. While LSA has a plethora of applications such as natural language processing and library indexing, it lacks the ability to validate models that possess interrelations and/or causal relationships between constructs. The objective of this study is to develop a modified latent semantic analysis called the causal latent semantic analysis (cLSA) that can be used both to uncover the latent semantic factors and to establish causal relationships among these factors. The cLSA methodology illustrated in this study will provide academicians with a new approach to test causal models based on quantitative analysis of the textual data. The managerial implication of this study is that managers can get an aggregated understanding of their business models because the cLSA methodology provides a validation of them based on anecdotal evidence.
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    Consumer acceptance of RFID technology: an exploratory study
    (2008) Prybutok, Victor; Hossain, Muhammad Muazzem
    Radio Frequency Identification (RFID) technology is used in numerous applications and offers a plethora of interesting potential new applications. However, this potential raises issues that require addressing to achieve its widespread acceptance by consumers. This paper investigates the factors that affect consumer acceptance of RFID technology. The purpose of this effort is to develop and test a theoretical model that contextualizes the Technology Acceptance Model (TAM) within the context of RFID technology. The research model proposes that convenience, culture, privacy, regulation, and security are the principal factors influencing the consumers’ acceptance of RFID. However, the results show that convenience, culture, and security are significant predictors. This study is the first in the RFID literature to use the technology acceptance model for explaining consumer acceptance of RFID technology. The findings suggest that (1) higher perceived convenience of RFID technology leads to greater acceptance of this technology, (2) societal beliefs, value systems, norms, and/or behaviors influence the extent of consumer acceptance of RFID technology, and (3) higher perceived importance of and less willingness to sacrifice personal information security lead to lower intention to use RFID technology. Contextualization of TAM to RFID technology makes this study relevant to practitioners because the results can provide insight to organizations using or exploring the use of RFID technology.
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    Integration of the BPM framework and the MBNQA framework to address enhanced competitiveness
    (2008) Hossain, Muhammad Muazzem; Prybutok, Victor
    This work examines and compares the Malcolm Baldrige National Quality Award (MBNQA) model and the Business Performance Management (BPM) Framework. We use the literature in both areas to posit about the relationships among the two models and to propose a single integrated model. The intent is to provide insight that will allow maintaining organizational MBNQA initiatives while helping to create an agile organization that is capable of developing and increasing competitive advantage.
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    Modeling the impact of college's website on the individual's impression of the college
    (2011) Ramakrishnan, Thiagarajan; Hossain, Muhammad Muazzem; Prybutok, Victor
    This research looks into the relationship between the impact of college website and the impression formed about the college by the students. Previous literatures have shown that websites play an important role on forming an impression about an organization, and presentation, structure of navigation, quality of information, trust and perceived risk, and internet self-efficacy to be the important dimensions of an organizational website. This research extends that study to the educational sector. A survey methodology is used to conduct this research. The results reveal that college website do have an impact on the impression formed about the college, and presentation, structure of navigation, and quality of information posted on the website are the important factors that influences the impression of prospective students about the college.
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    Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service
    (2014) Hossain, Muhammad Muazzem
    This study examines how pervasive the applications of SERVQUAL are in the service industries and explores if SERVQUAL items can be used to derive standards for service quality. SERVQUAL has been used to measure service quality in a wide variety of service industries in many different countries. However, there is a limited effort to examine how pervasively SERVQUAL has been utilised since its inception in 1988. This study collected data on the applications of SERVQUAL from ABI/INFORM Complete and found that SERVQUAL has been extensively utilised for measuring service quality. Researchers have also criticised SERVQUAL due to its use of the gap approach to assess service quality. Nonetheless, SERVQUAL items contain service measures, which, when stripped of the expressions of expectation and perception, can provide standards for service quality. This study identified the functional standards quality of service and proposed a theoretical model for measuring the functional fitness of service.
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    Student acceptance of knowledge management systems: evidence from a Canadian business school
    (2013) Rezania, Davar; Hossain, Muhammad Muazzem; Ouedraogo, Noufou
    This study investigates the factors affecting the perceived usefulness of and the intention to use knowledge management (KM) systems by students. The research model posits that the intention to use KM systems in higher education depends on perceived usefulness, perceived user-friendliness, organizational rewards, and community of practice. A survey method was used to collect the data for the study. We used a convenience sample consisting of undergraduate students enrolled in various business courses in a Canadian University. The data obtained from a sample of 120 students were initially factor analyzed to identify the relevant factors. Separate factor analysis was conducted for each of three types of measures – the independent measures, the intermediate measures, and the dependent measure. In order to test the proposed hypotheses, we employed the method of multiple regression analysis. The findings suggest that organizational rewards and KM system characteristics positively impact perceived usefulness, and that user-friendliness, usefulness, organizational rewards, and community of practice are significant predictors of intention to use KM system. This analysis reveals that business schools need to focus on usefulness and practical relevance of knowledge captured in knowledge management systems. This is in line with the current debate in management education regarding the appropriateness of methods employed to teach business knowledge. Organizational rewards being a significant predictor of intention to use KM systems corroborate the expectancy theory. Therefore, it is important for business schools to communicate on the usefulness of their KM systems but also to encourage its usage through different incentives.
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    The adoption of mobile commerce service among employed mobile phone users in Bangladesh: self-efficacy as a moderator
    (2011) Hossain, Muhammad Muazzem; Islam, Md. Aminul; Khan, Mohammad Aktaruzzaman; Ramayah, T.
    Mobile commerce or better known as M-commerce is a fairly new phenomenon in the wake of the second technology wave from the famous E-commerce (electronic commerce) in the 21st century. As the Internet started to proliferate in many parts of the world, the mobile phone penetration in terms of voice communication started to grow rapidly. This simultaneous rapid growth has caused a new phenomenon of convergence of Internet computing and mobile communication where M-commerce has its root. M-commerce has the potential to enhance the work-life within the employed mobile phone users in Bangladesh. The purpose of this study is to examine whether awareness and knowledge, convenience of Mobile devices and WAP/GPRS enabled handsets, pricing and cost, security and privacy, rich and fast information, and perceived usefulness have any influence on the adoption of M-commerce among employed Mobile phone users in two major cities in Bangladesh – Dhaka and Chittagong. A survey method was used to collect data. The findings suggest that pricing and cost, rich and fast information, and security and privacy are significant predictors of the adoption of M-commerce. Self-efficacy is found to be a moderating factor for the adoption of M-commerce services.
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    Theoretical development of a business performance management (BPM)
    (2009) Hossain, Muhammad Muazzem; Prybutok, Victor
    The Business Performance Management (BPM) framework helps an organization continuously adjust and successfully execute its strategies. BPM helps increase flexibility by providing managers with a sense of uncertain changes earlier and allows faster response to such changes. It thus helps organizations address market opportunities. The purpose of this study is to develop a common general framework for the business performance management model by integrating the practitioner literature. Examination of the practitioner BPM models suggests that they have common constructs. All BPM models use integrated data and data analysis to (1) develop strategies, (2) devise action plans (e.g., definition of targets, models, projects, and initiatives) in terms of metrics and key performance indicators (KPIs)) to deploy these strategies, (3) define, measure, and manage performance against metrics and KPIs, and (4) adjust strategy and/or performance. Based on the literature review, a BPM model was proposed and presented at the 2007 Monfort Summit. The 2007 Monfort Summit was a gathering of Baldrige Award Recipient (BAR) members and a small group of selected researchers from across the United States. We present the revised BPM model based on the feedback provided by the 2007 Monfort Summit participants.