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List of new theses


As at June 2019. For full list of theses, please click here


No Title Author Abstract Call Number
 1 The influence of authentic leadership on employee turnover intention in Malaysia call centers: the mediating role of work engagement.   Chin, Poh Kuang.  

One of the biggest challenges for a call center industry is the high turnover rate. Past studies have shown that affective commitment, organizational commitment, psychological capital, job satisfaction, work environment and problematic customer behaviors are some of the contributing factors of turnover. These contributing factors were well studied. However authentic leadership and the role of work engagement as a mediator is relatively not studied much in the context of Malaysia’s service industry. Therefore the purpose of this study is to investigate the influence between each of the four dimensions of authentic leadership on employee turnover intention in Malaysia call centers with work engagement as a mediating role.

A total of 389 online surveys were distributed to call center employees working in Klang Valley and Cyberjaya. Of these, 240 valid samples were collected, representing a return rate of 60%. The online survey adopted and adapted questionnaires from Walumbwa et al. (2008) Authentic leadership questionnaire (ALQ), W. Schaufeli & Bakker (2004) Utrecht Work Engagement Scale (UWES-9) and Schwepker (2001) turnover intention measurements.

Results indicate that self-awareness and balanced processing of information has a significant relationship with work engagement. Work engagement is also significantly related to turnover intention. In the role as a mediator, work engagement partially mediates the relationship between self-awareness and turnover intention and fully mediates the relationship between balanced processing of information and turnover intention.
HD57.7.C539i 2018 
 2 A study on the relationship of attitude subjective norm and perceived behavioural control towards customers intention to use Islamic product in banking services. Rosalyn Ignatious Francis, Amuthasri A/P Mohan  

This study was driven by the need to examine whether the relationship of attitude towards behaviour, subjective norm and perceived behavioural control is an important factor in influencing the intention to undertake Islamic product in banking services. Being one of the strongest proponents of Islamic Banking, Malaysia has been promoting the idea of implementing Islamic Banking System (IBS) with the purpose to expand the utilization of fund in compliances with Islamic Principles in order to parallel the conventional system. The existence of financial institutions for both Islamic and conventional, Malaysians have been presented with numerous choices to choose the products and services that meet their needs and wants. Previous research and theories were explored to provide a theoretical background for the study variables. A conceptual framework is constructed based on Ajzen’s theory of planned behaviour (TPB) and research hypothesis are developed in order to focus attention on sets of factors that influence intention to use Islamic product in banking services. The purpose of the study is to examine the relationship of attitude towards behaviour, subjective norm and perceived behavioural control towards customers’ intention to use Islamic product in banking services. In addition, this study also hopes to identify the most influential factors that affect the customer’s intention to use Islamic home financing products. A consumer survey comprised a sample of 300 respondents from various religions, the range of age and income group resided mainly in Klang Valley areas. The data were analysed using the Statistical Package for the Social Sciences (SPSS software version 22). Relationships between the variables were evaluated using factor analysis, reliability, correlations, descriptive statistics, and regression. The findings show a positive and significant relationship of attitude towards behaviour and perceived behavioural control on customers’ intention to use Islamic products in banking service. The result were in support of previous research and proved to add insight to future research on Islamic Banking product.

HG187.4.R791s 2018
 3 Examining the relationship of Hertzberg’s motivation – hygiene theory towards turnover intention of military officers.  

Mohd Nazri bin Daud, Kogilabalan Nair A/L Gunasekaran, Mohd Faizul bin Yaakob


The officers in the military either short Service Commission (SSC) or regular Commission cover most aspects in military operation such as planning and deployment, acquisition, storage, transport, distribution, maintenance, health service support, evacuation and disposition of material. Thus, following by the huge workload and also work stress the military officers and they are having high intention in turnover decision. The slow rank promotion among military officers demoralizes them in their working condition. Hence, this had decreased their work commitment in their workplace. Turnover will become a huge problem for the military organization.

The purpose of the present study is to investigate the Hertzberg (1966) Motivation-Hygiene Theory or also known as Hertzberg’s two-factor theory that contributes to turnover intention amongst military Short Service Commission Officer (SSCO). It also addresses the motivation factors (achievement, career advancement and recognition) and hygiene factors (personal life, rate of pay and working condition) with the discussions on the model of the Hertzberg’s two-factor theory. The instrument used in this study was adopted from Ghanbahadur (2014) and adapted to military setting. The sample size used are 210 based on table in determining sample size by Krejcie & Morgan, (1970). The questionnaire which was used as the main instrument has four sections. The Cronbach alpha value discovered in this study ranges from 0.868 to 0.934.

Our findings from the study have found that the six independent variables (personal life, rate of pay, working condition, achievement, career advancement and recognition) has no relationship. Therefore, all null hypotheses is accepted in the study with negative values for all the independent variables. None of the factors contribute to turnover intention.

 HF5549.5.M697i 2018    
 4 The relationship between job satisfaction, job stress and motivation factors on intention to leave the organization among supply officers in the royal Malaysian Navy (RMN).  

Mohd Syafiq Sharhan Bin Zainal, Ernie Erdawaty binti Muhammad, Siti Nurhidayu binti Mohd Arif


This paper aims to identify the relationship between job satisfaction, job stress and motivation factors on intention to leave the organization among supply officers in the Royal Malaysian Navy (RMN). The researcher introducer the research background clearly and gives enough details to the basic ideas and the theoretical analysis. A quantitative research method i.e. survey was used to collect primary data from 163 supply officers in the RMN. Data was analysed using descriptive statistics that is frequencies and mean score and inferential statistics namely Spearman correlation. Analysis shows that the job satisfaction, job stress and motivation have significant relationship between intention to leave among supply officers in the RMN. Based on the finding of this research, job satisfaction, job stress, and motivation factors had shown a relationship to intention to leave the organization among supply officers in the RMN.

 HF5549.5.M697r 2018
 5 The relationship between E-service quality and customer satisfaction on internet banking in Klang Valley, Malaysia.

Mohd Saiful bin Mohd Potri, Mohd Firdaus Bin Ibrahim, Ahmad Ashraf Bin Paharodzi

 The banking industry is highly demand-driven as their preferences is indeed required to provide customers with efficient internet banking (e-banking) services. This is crucial for the banks in ensuring they retain, ability to recruit new customers and more importantly in building loyalty. The e-banking has drastically grown in usage over the years and is anticipated to continue developing. This has led banks constantly finding ways in understanding customer perceived service value that increase their satisfaction level. Researcher has constantly performed intense research on e-banking system and in identifying the perceived service value and customer satisfaction as a factor that affects customer at large. As a result, banks are facing greater challenges with intense competition. This research is based on six hypothesis that is developed as part of research model and re-establish previous researcher and scholar’s findings. Data were obtained through survey form that was distributed randomly within Klang Valley. A total of 163 useable data has been obtained and analysed using SPSS version 23 software package. Based on the Cronbach Alpha, the reliability coefficient obtained in terms of customer satisfaction is 0.943 which is within the accepted Likert as reliable figure.

The items to measure customer satisfaction were taken based on customer satisfaction that corresponds to the summary affective customer response in relation to their personal experience with online service. Overall the outcome of e-service quality analyses, indicates that it’s significant effect towards customer satisfaction towards online banking service within Klang Valley. However, intense analysis indicates that three (3) out of six (6) of the e-service quality dimensions variables shows high significant effect, main the reliability, security and website design variables. Lastly, several suggestions and recommendation is provided from the analysis of the empirical data used for future research consideration.

 HF5415.335.M697r 2017
 6 Influence of Hertberg’s motivators and hygiene factors on turnover intention among the Malaysian army officers.  

Mohd Hafizi Bin Isnaini, Lee Chan Pang, Firdaus Bin Mohsen


With the current situation nowadays, Malaysian Army officer had a huge workload and work stress in order to make sure this country always safe from any threat or enemy. These workload and work stress had lead to the high turnover intention among them and becoming a huge problem for the Malaysian Army because based on the statistical report from the Human Resources Department, Army Headquarters; turnover had increased over the past few years for the army officers in the Malaysian Army.

This study concerns the application of Hertzberg’s two-factor theory to determine the influence of motivational factor on the turnover intention to Malaysian Army officer. The research sample has 120 Malaysian Army officer randomly selected from the Army Headquarters, Kuala Lumpur. Each of the participants responded to questionnaires which included items about demographics, motivational factor on turnover intention, hygiene factor on turnover intention and turnover intention itself. The data was analysed using the Statistical Package for the Social Sciences (SPSS). Several statistics analyses were performed in this study including Demographic Characteristic, Reliable analysis, correlation analysis, regression analysis and ANOVA test.

This study significantly shows that both hygiene and motivational factors had negative effect on turnover intention which means each of these factors will contribute to the turnover intention if Malaysian Army reduces the value of these factors. However, this study also explore that only personal life and rate of pay give a bold impact to the turnover intention among Malaysian Army officer.

 HF5549.5.M697i 2017
 7 The influence of educational experience on student’s satisfactions a study at the public university in Kota Kinabalu, Sabah. L Ronny Lampok

In globalized world and boundaryless educational milieu, public university presently faced with challenges as a result of the instigations on the demand for education which has led to an increase in competition among education service provider. Apart of that, with more rigid and demanding rating and raking system applied by the ministry of education, there are gap that needs to be filled in, in term of student’s satisfaction. It is very important to ensure that student are kept and always satisfy so that they will be better performing, motivated and loyal. Keeping student satisfied will help public university not only retaining student’s loyalty but also attract new students to enrol, especially when come to the aspect of what educational experience has to offer. This study examines the effect of educational experience on students’ satisfaction on their public university. Satisfaction among students, particularly in aspect of educational experience must be improved and properly addressed. Amid of growing pressure from educational authorities and accreditation agencies, and as well greater challenges than before, the demands from the students and other users of services have pushed academic institutions including public university to step up their effort to move towards more outcome-based assessment instead of relying merely on input, output, or resource metrics. Educational experience is one of the aspects that need to be emphasised by the administration of any university.

A questionnaire was used as a data collection instrument for the study. A survey has been conducted and questionnaires have been administered to students of public university in Kota Kinabalu, Sabah or perhaps in specific, to the student of University Teknologi MARA (UiTM Sabah) and Universiti Malaysia Sabah (UMS Sabah). A sample of 217 students from both universities has been collected as the simple evidence for this study. The outcomes of the study revealed that student’s educational experience have significant effect towards student’s satisfaction. This study will discuss about the influence of Student’s Educational Experience towards satisfaction among students in the public university. Further discussion of findings, implication of study, limitation and recommendation for future study are discussed in the later part of the study.

LB3609.L111i 2015
 8 The relationship of information technology capability (people-process-technology) towards customer satisfaction based on staffs' perception  Rozaini Abu Hassan, Nur Alfa Ernie Masdan, Noor Hasliza Mohd Zahari.

This research in general will determine the relationship between the dimensions of Information Technology capability namely people-process-technology and the dimension of organizational performance namely Staffs’ perception towards Customer Satisfaction. This research has used People-Process-Technology Model (PPT Model) as a cornerstone to interpret dimensions under Information Technology (IT) Capability. PPT Model has been developed by Professor Harold J. Leavitt in the 1965. Many scholars have quoted that the tool is an advanced tool can transform the way you run innovation and operations. But it’s the way you manage the tool and the people that use them will unlock or hold back their potential.

The purpose of this research is to provide an opportunity for officers in FSD to enhance their understanding about dimensions should be taken into account before engaging in a new system development project or any enhancement program of current system. The system has been selected to be used in this research is known as Sistem Pengurusan Inventory Armada (SPIA) Version 2. The system has been installed in Fleet Supply Depot (FSD) in 1998. In general, Fleet Supply Depot (FSD) is responsible to handle all demands from ships and delivery those requirements on time with exact quantities.

This research has used Correlation Analysis in SPSS as a platform to determine the relationship between Independent Variables (IV) namely People, Process and Technology towards Dependent Variable namely Customer Satisfaction based on Staffs’ Perception. Thus, at the end of the research we had determined which dimension has strong relationship with customer satisfaction. Findings from this research can be shared with other military services like Air Forces and Army, other government agencies, even industrial player who are involved in logistics sector. Furthermore the findings of the study also can be used by other researchers as their cross reference in order to produce further that will cover from various angles.
HF5415.5.R893r 2018
 9 Determinants of job satisfaction among RMN personnel at Kota Kinabalu RMN base Mohammad Rasul Md Sharif, Mohd Faizal Mahmood, Mohd Sobri Mat Lateh

This research is prepared to examine the determinants of jobs satisfaction among Royal Malaysian Navy (RMN) personnel at Kota Kinabalu RMN base. There have been concerns on the RMN personnel which is main key for our research to know and determine what the best result regarding job satisfaction. The research also seeks to analyse and understand the measurement of job satisfaction among RMN personnel and the factors that influence this situation. Employees in any organization believe that their organization will definitely fulfil their need in order for the company to sustain in long period of time assuming everything goes well. The organization will satisfy them in term of the quality of life they are providing such as perks and benefits that would be able to sustain their life or family.

The researchers anticipate many factors which will affect job satisfaction such as working environment, employment stability, good relationship with superior and peers, and also personal factors that include attitude, age, seniority and others. For this study, two job satisfaction factors which are relatable with maritime personnel are selected as variables. These factors were identified through literature reviews in addition to researchers’ judgement and interpretations based on their experiences working in maritime sector. Methodology for this research is quantitative approach through questionnaires. Structured questions with Likert scale answer will be distributed to Royal Malaysian Navy personnel in Kota Kinabalu base. This is the most suitable method for this study due to research limited time frame.

HF5549.5.M697d 2018
10 The relationship of hygiene and motivation factor to job satisfaction in Royal Malaysian Navy (RMN) Khairil Sarian, Muhammad Izwan Hassan, Mohd Irwan Che Mohd Rani.

The purpose of this study is to investigate of hygiene and motivation factors to job satisfaction in Royal Malaysian Navy (RMN). Four research objectives were set namely to examine the relationships of hygiene factors to job satisfaction, to examine the relationship of motivation factors to job satisfaction, to determine which factors most influence job satisfaction and finally to determine which motivation factors most influence job satisfaction. The sampling method use in this research is sample random. In addition, the main instrument used for this study is questionnaire and total of 200 questionnaires were distributed among the RMN personnel who served onboard navy ships at Lumut and Kuantan Naval Base with 169 or 84.5% were returned back. A compilation of raw data from questionnaire were analysed using SPSS.

In the conceptual framework, there are two types of variables used in this research which are Dependent Variable (DV) and Independent Variable (IV). Both of the variables were derived from theory of Hertzberg (1966). Based on the SPSS analysis, it is concluded that all variables under both hygiene and motivation factors has no relationship with job satisfaction.
HF5549.5.K45r 2018
11 Intention to stay among submariners in Royal Malaysian Navy submarine force in Sepangar Naval Base Kota Kinabalu.

Hairulnizam bin Hassin, Siddiq Sivaraman Bin Narayanan, Fakarizal Shah Bin Ahmad

A ship can’t sail without crews. Personnel retention is the most important aim for any organizations Human Resource (HR) departments, not to exclude the RMN Submarine Force (RMN SF) HR Department. Contrary to public perception, attractive remuneration or pleasant working environment alone would not guarantee employees intention to stay in the organization. There are many other factors that influence personnel’s intention to stay in the organization. The study was carried out at the RMN SF Base in Kota Kinabalu which includes the submariners onboard KD TRZ and KD TAR submarine as well as submarine logistician and operational personnel. Survey was conducted using self-constructed questionnaire to gather data and SPSS Version 17.0 software was used to analyse the data with descriptive, reliability and regression statistics analysis.

Results showed that all variables have relationship and all hypotheses were tested with the correlations found in the statistic mean value. This study used a descriptive, quantitative and qualitative method with the objectives of determining the relationship between dependent variables as factor to remain as submarines against the submariners’ belief that they are the one that has been chosen or has a special career in the form of submarine job. Further findings of the research had been established using the correlation method where the relationship among variables had been tested by Hypothesis Testing method. Interestingly, all variables have been tested accordingly and the findings of the study were described in such a way that it could be used for further research or study in this area.

HF5549.5.H153i 2017
12 Factors influencing customer adoption of internet banking services.

Ashraff Mohd Rasol, Noorasyqin Ahmad.

Understanding consumer behaviour and attitude towards Internet banking is important for bank agencies to improve their service offerings and motivate to switch to digital banking. Therefore, this study was conducted with the objective to examine the factors which may influence customers’ adoption of internet banking services. The study was carried out quantitatively by conducting survey with 200 respondents conveniently selected in the area of Kuala Lumpur and Klang Valley who had experience in online banking. The theory of technology Acceptance model (TAM) by Davis (1989) was used as the anchor theory and the extended model proposed by Pikkarainen, T. et al. (2004) was used as a basis in this study to predict the relationships between six independent variables (perceived usefulness, perceived ease of use, perceived enjoyment, information on internet banking, security and privacy, and quality of internet connection) and dependent variable (adoption of Internet banking).

The findings had proven that all six factors have a significant influence on an individual’s adoption of Internet banking. This study also revealed there is a statistical significant difference in the adoption of Internet banking across ethnicity, location, employment and type of Internet use groups among the respondents. Overall, the result of this study are consistent with  previous studies related to the topic and expected to fill the gap in the literature regarding an

HF5415.335.A819f 2018
13 The relationship between motivational factors and job satisfaction in Royal Malaysian Navy headquaters

Fakhron Diyana Binti Fakruddin, Mohd Asyraff Bin Abd Razak, Nurul Ashikin Binti Mohd Nor

The objective of this study is to explore and evaluate the relationship of motivation factors with job satisfaction among Royal Malaysian Navy personnel who are serving at Royal Malaysian Navy Head Quarters (RMN HQ). The study adopted the Hertzberg’ s Motivation-Hygiene Theory (1959) as its framework in determining motivation factors and job satisfaction among the personnel. This theory that is very popular using among the researcher is also very helpful to identify the basic need in motivational factors.

This study will contribute towards the job satisfaction and motivation of RMN personnel in the RMN HQ. The study will also provide an opportunity for the RMN HQ Human Resource Division to improve the understanding on important elements that should be taken into consideration in improving communication, attitude and work ethics as well as job description of RMN personnel. The participants of this study are 250 Royal Malaysian Navy personnel from RMN HQ. Questionnaires via form distribution was used as the method to gather data from the participants. The questionnaires are divided into two sections, the first is for respondent demography and the second is motivational factors among RMN personnel.

Independent variables in the motivation factors are represented by promotion opportunities, opportunity for personnel growth, recognition and achievement, while the dependent variable is job satisfaction among RMN personnel. 5 point Likert scale from 1 being strongly disagree to 5 being strongly agree was used in the questionnaires. All data from the questionnaires were analysed using SPSS version 2.2. The system is able to perform complex statistical data analysis which later will support the findings of this research project. Findings of this research can be used to examine level of satisfaction of personnel in the RMN HQ and to determine the implication whether is positively or negatively impacted. Findings from this research could be shared with other military services, government agencies and even industrial player as the job satisfaction is a very wide scope and none organization are excluded.

HF5549.5.F176r 2018
14 The influence of consumer perceived risks on online consumer's repurchase behavior in Malaysia online shopping: the mediating role of consumer attitude.

Kong Ing Fung

The digital age has changed consumer’s purchasing behaviour, shifting them away from physical stores to online stores. E-commerce has been increasingly gaining popularity among consumers due to the rapid development of the internet. Nevertheless, such benefits have contributed many possible challenges to the overall e-commerce business environment. Past studies have shown that perceived risks such as product risk, financial risk, non-delivery risk and convenience risk were some of the challenges that hinder consumers from shipping online. These contributing factors were well studied. However, the influence of consumer’s perceived risks on online consumer’s repurchase behaviour have not been examined in depth in the context of Malaysia’s e-commerce industry. Therefore, the objective of this study was to investigate the influence between each of the four dimensions of perceived risks namely Perceived Product Risk (PPR), Perceived Financial Risk (PFR), Perceived Convenience Risk (PCR) and Perceived Non-Delivery Risk (PNDR) on online consumer’s repurchase behaviour. A online surveys were distributed to two Buy and Sell groups from a famous online social media plaform – Facebook. The selected facebook groups consisted of FB online shopping GO and FB Online Shopping Paradise. Out of these surveys questionnaire that were distributed, 200 valid samples were collected by using convenience sampling method.

A closed ended questionnaire was used to gather the primary data. Statistical Package for SPSS version 20.0 was used for the data analysis. Results indicated that perceived Non-delivery Risk (PNDR) and perceived Financial Risk (PFR) had moderate impact on Malaysian online consumer’s attitude. On the other hand, Perceived Product Risk (PPR) and Perceived Convenience Risk (PCR) did not have significant impact towards Malaysian online consumer’s attitude. Furthermore, the result also revealed that there was strong influence between online consumer’s attitude and repurchase behaviour.

This study would propose that future study to be extended to other target groups and areas by ensuring that a larger sampling size would be covered, which would enhance the accuracy of the study concerning the consumer’s attitude. Another suggestion is more respondents from other social media channels like Twitter, Instagram, Tumblr and Pinterest, should also be taken into consideration as well, to be able to obtain a more generalized outcome. Lastly, future studies should conduct a more thorough survey by mixture self-administered and open-ended questionnaires, and of face-to-face interview that would help the researchers to gain and gather an in-depth understanding of the respondents, which will enhance data accuracy in the process.

HF5548.32.K82i 2018
15 The relationship between perceived usefulness, perceived ease of use, enjoyment and computer self-efficacy on employees behavioral intention towards EWACS application in PKNS

Ahmad Feruz Izharudin, Irena Idris, Hezrizah Othman.

Nowadays companies seek to manage its Human Resources in a more efficient and effective approach. The introduction of Electronic Human Resources Management (EHRM) is aimed to reduce the organizational cost and time but from the PKNS’s perspective in relation to the working environment, it is also about the staff readiness and the system effectiveness in implementing such electronic application in their daily official routine work. The purpose of this paper is to present a research project on employee’s behaviour and readiness towards using EWACS (Enterprise Web Based Access Attendance Automation Control and Security) System that is being implemented in PKNS over a two (2) years period as it is a newly introduced electronic application that replaced the previous system.

This research explored the relationship between employees of all levels in applying electronic application in relation towards increasing and contributing for better productivity in becoming a sustainable organization. Through the model of Technology Acceptance Model 3 (TAM3) and based on the  working conditions of PKNS, only four (4) variables were used which are Perceived Usefulness (PU), Perceived Ease of Use (PEOU), Enjoyment (ENJ), Computer Self-efficacy (CSE) to investigate the behaviour Intention (BI) towards using EWACS in PKNS. The research hypotheses derived from this model have been empirically validated. Using established questionnaires that were validated based on each construct’s reliability, the profile of the respondents, their information and understanding of EWACS system were gathered. The data set of the study was gathered through two (2) studies namely pilot study and full study exercise on 30 and 185 respondents respectively.

Using the software of Statistical Package for Social sciences (SPSS) Version 20, data was processed and analysed through Normality Test, Correlation Test and Regression Analysis after the process of validity and reliability. Both studies indicated a consistent result i.e. there is a significant relationship between Behaviour Intention and three (3) independent variables namely PU, ENJ and CSE while PEOU indicated no significant relationship towards Behaviour Intention. While most scholars found PU and PEOU to be significant in employees adopting electronic application, this study indicated how the working environment within PKNS as a property developer has overturn such result. Finally, through the open questions provided, respondents provided proposals of improving EWACS as to make it more user-friendly and access friendlier.

HF5549.5.A286r 2018

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