Management Arts

Countries around the world have showed great efforts in promoting and improving the effectiveness of services given. Malaysia government required all public agencies in this country to strive to achieve ISO certification in order to developed high and consistent quality based on the principle of right the first time and all the time through documentation of policies and procedures. The issue on public service that does not meet the customer expectation has always been as an interesting topic and discussion. Until now, public sector is still trying to improve the facilities in order to meet customer satisfaction. To explore the differences between expected and perceived service quality towards publics Service delivery in Majlis Perbandaran Sungai Petani Kedah (MPSPK), a study was conducted on each individual that received service delivery in the public agency. The results of the study indicated that the overall service quality provided by the MPSPK was below customers’ expectations. Tangible was rated as the most important dimension followed by understanding customer, empathy, reliability and communication.

This paper is part of an ongoing research on the development of systemic maintenance management model for Malaysian university buildings. In order to achieve this aim, there is a need to develop a performance model against which services are measure. Measuring performance is a significant part of systemic maintenance management service delivery. Maintenance organization needs to know where they are in order to provide user-driven services and to enhance productivity. Through “hypothetico-deductive” theory, this paper developed a 10 points matrix for the university maintenance organizations for measuring and improving their service delivery. The aim of this paper is to present the validated maintenance management model for Malaysian university maintenance organizations. The model is to guide and facilitate value added service delivery through initiating maintenance according to user value system rather than mainly on the condition of the building

The current research is about “Assessment of Organizational Learning Status based on INVEST Pattern (Case Study; Branches Management in Bank Keshavarzi of Mazandaran Province)”. The main question of the research is that; how is the organizational learning status of branches management in bank Keshavarzi of Mazandaran province? And based on INVEST pattern constituents the research questions are formed. The study of statistical universe is consists of seventy seven (77) individuals from entire management, experts and personnel of branches management in bank Keshavarsi of Mazandaran province. Using table of Kerjesy & Morgan, 63 samples of this research is obtained. The approach of study is of type descriptive -measurement in which the questionnaire’s tool is used for collecting information which contains judgmental admissibility and since the coefficient of Alpha – Cronbakh obtained as 0.955 also showed that it had the required reliability and has distributed based on simple random sampling among individuals sample. After data collection, the two terms distribution test was used for answering the questions and results indicate that the status of six(6) constituents of learners with motivation, culture of educator, outlook for learning, increased learning, management support and changeable structure of branches management in bank Keshavarzi of Mazandaran province are all at medium to upper level. To respond to the main question of research also resulted that organizational learning status is at medium to upper level. Based on freedman test the priority of constitutes; outlook for future, supportive management, culture of educator and personnel with motivation, supportive & learning structure have been increased respectively.

Commitment is a manifestation of individual owns self and reflect values standard that are basic to an individual’s existence as a person. Based on the result shown that the commitment a closely associate with the attitudes of each employee in an organization. Attitudes can be described as an evaluative statements or judgments concerning objects, people or events (Robbins & Judges, 2007), it’s because employee’s attitudes can reflect from the emotion on attachment to the particular organization and amplify employee’s productivity. This study particularly examines the importance employee attitudes that can be revealing from the aspect on affective commitment. Affective commitment is one part of the organizational commitment. Which is organizational commitment can be classified into three (3) aspects which are affective commitment, continuance commitment and normative commitment. The objective of this study is to measure the employee attitudes among non academic in UiTM Kedah by using the affective commitment. 100 samples were selected involved eight departments in UiTM Kedah. The results show affective commitment is positively influence the employee commitment. In conclusion, it is hoped that this paper will give some insight to promote the importance on affective commitment among the government servant especially the non-academic staff in UiTM Kedah in order to increase their level of efficiency concerning the attitudes stability towards their own organization attached.

Medical tourism is developing a new dimension in Malaysian healthcare system and its diversifying the national economy. In order to be competitive in this emerging industry, Malaysia needs to identify and implement competitive strategies based on the needs of medical tourists globally and the availability of its resources in the country. Literature review shows the study on medical tourism is focusing on wide variety of issues ranging from cost, promotion, barriers and cultural aspects. This conceptual paper would like to propose the extension of Porter model and Peng Y model of internationalization in medical tourism research. Porter model usually used in manufacturing and service oriented research. Whereas Peng Y model usually used in the international business studies. As medical tourism is moving forward to be a competitive industry and it is happening globally, it is wise to extend or associate those two models in the medical tourism research. Therefore, this paper is focused on competitive strategies, institutional based strategies, industry based strategies and resource based strategies that the health care centers need to adopt based on the both models. A theoretical framework is proposed to research emphasizing on the above four strategies in medical tourism.

This paper aims to examine the key drivers for employee engagement within an organization. It seeks to answer the question: what are the keys to improving the level of employee engagement? A case study illustrates a strategy for employee engagement that was based on research on the key drivers of engagement. The paper presents practical case study material from Kia Motors – the South Korean automotive manufacturer. It shows how Human Resources (HR) worked to develop a strategy to address very poor levels of employee engagement. A clear set of engagement measures was developed to assess the impact of the engagement strategy. This paper ascertains some of the key drivers of employee engagement as illustrated by the case study. It demonstrates a number of practical tools HR professionals can utilize to build employee engagement within their organizations.

In the age of competitive Globalization and dynamic world, business enterprises need to focus on innovative practices which will help in maximizing stake and shareholders wealth. The fundamental concern of corporate governance is to ensure that the firm’s directors and mangers act ethically in the interests of he firm and its shareholders and that the mangers are held accountable to capital providers for the use of assets. The concept of corporate governance can be taken as a parallel to the quality practices under the ISO standard. It also involves entry of non-executive directors into the board, and making the members more positive and dynamic in their activities. All business information must be made available to them, and system controls are activated to ensure authenticity, timeliness and effectiveness of information. Globalization and Liberalization have taken the Indian corporate world towards the international field. This, not only is there a need to establish viable and acceptable corporate governance, but it should also conform to international standards. The basic principles of corporate of corporate governance are based on ethical parameters such as complete transparency, integrity and accountability. The present paper addresses the issues of corporate performance, transparency, strategies, executive functions, compensation and accountability, auditors and several related issues.

The goal of this research is evaluation of some of the effective environmental attractions on Khorasan Razavi sport tourism development. The research statistical population include of all in charge expert and professors in field of sport and tourism as 120 persons. This research is past-event descriptive that had been performed based on field method. Sampling had been performed as Categorized to determine effective environmental attraction effects on Khorasan Razavi tourism development, the questions had been analyzed by researcher that its validity had been confirmed by experts and Cronbach's alpha had been calculated as 0.82. Data had been analyzed using spss software and Kolmogorov–Smirnov test had been performed to confirm normal data. Also one sample t test and Friedman test had been used to analyze hypothesis. Findings show that from experts and managers view points, effective factors on sport tourism development with emphasis on sport natural attractions include of tourism and pilgrim attractions, natural treatment and warm water attractions and summer and water sports that are the most important items in Khorasan Razavi. Also there are three important factors in relation to problem and obstacles as Management problems, cultural problems and infrastructure problems. Research results show that pilgrim locations are effective to attract tourism and knowing the effect of tourism industry development effects and present obstacles and limitation in the province, attention to sport tourism development importance and applying various benefits of sport tourist attraction are necessary and programming and sport tourism developments by province planner and policy makers would be required.

One of the framework which could be utilized in management development is management competencies. This approach have focused the attention of researchers in recognition to key competencies for managers which have believed that the deep study of managerial competencies opens the road for development & enrichment of organization’ management. From mid-1980, the managerial competency development caught the interest of organization, the reason for such desire was the belief that managerial competency development have many benefits for organizations and this belief still stands (Ghaffarian, 2000:71). Pedagogy & selection of mangers and leaders is the most problematic issue for cotemporary progressive organizations. What kind of qualifications must a manager have(Abraham&Karness, 2001:843( for successful performance of his duties and achieving organizational’ goals(even beyond that)? A definition of qualification is as such: “Qualifications are managerial features which lead to appearance of skills & capabilities that would cause effective performance in any occupational domain; Also, incarnates the capacity for transfer of skills & capabilities from one domain to another”. In this definition, the superior performance means that the individual with specific qualifications is in upper level(Chen, 2004: 105). Competency has various meanings and still has remained as one of the most important term in organizational literature(Robatam , 1999). Based of definition of Boyatzis (1982:23), competency is a constituent in which emphasizes on personal attributes of individuals for achieving his effective job performance. Therefore managerial competencies consist qualities and capabilities of managers which leads to effectiveness of managers in work environment( Voudal 1998:4).

Students’ satisfaction has become an essence of success in today’s highly competitive world. In service industry specifically the education industry, communication is vital to determine students’ satisfaction. Past researches indicated that, most meaning of conversational messages comes from non-verbal communication. Evaluation on students’ perception on lecturers’ kinesics that would lead to their satisfaction to the services provided was examined. The results of the study illustrate that kinesics that is also known as body movements was shown to have the most impact on students’ satisfaction. Therefore, from this study, it can be inferred that students’ in Malaysian universities are mostly observant on the body movements used, facial expression and postures and gestures of the body of their lecturers when lectures are delivered to them. The present study caters for a wide spectrum of students and development professionals, especially those who are interested in non-verbal communication specifically kinesics-related issues. It is highly hoped that the information gleaned from the present study may assist all service employees specifically in understanding better, the importance of kinesics and its effects on students’ satisfaction.