NOTES FROM THE EDITOR-IN-CHIEF
The Global Financial Crisis: Daunting Tasks Ahead
Dr. Salehuddin Ahmed
Service Quality as Determinant of Customer Loyalty
Haslyn Nasuha Abdullah, Mohd Faiz Hilmi
Retaining customers and creating loyal customers is vital for business continuity as a means of sustenance in the competitive telecommunication market. Employees that execute distinctive service encounters are responsible for creating valuable customer experience in the service industry, a sign of differentiation over its rivals. This study uses the SERVQUAL model to measure the level of performance delivered by Telekom Malaysia (TM) employees in influencing customer loyalty towards TM products and services. Evidence from the findings revealed that reliability and empathy are significantly positive in influencing customer loyalty.
Tapping into the Lucrative Halal Market: Malaysian SMEs Perspective
Md Nor Aidi-Zulkarnain, Say Keat Ooi
Halal is essential to the Muslims as it provides them sense of security through which whatever they use or consume is Syariah compliant. Throughout the years, interest in Halal products has increased tremendously among Muslim and even non-Muslims due to the growing awareness of Halal products are not exclusive to religion; and consumers around the world are increasingly demand for lawful or permissible, wholesomeness, high quality, safe and hygienic products. Hence, Halal concept and its qualities have gained global recognition and acceptance. Global Halal market is huge as it covers both Muslims and non-Muslims. Noticing this Halal market is a lucrative and potential opportunity for businesses to tap into, this paper provides an overview of Malaysia’s effort towards International Halal Hub and its SMEs Halal export performance. Few questions have been raised from the descriptive analysis, which need to be investigated in future research.