Malaysian Telecommunication Industry Research Articles

Malaysian Telecommunication Industry: An Analysis of Redtone International Berhad

Emerging tier-2 telecoms are making a big impact on the telecommunications industry. They are capitalising on new technologies to provide traditional services such as voice calls which are much cheaper than services being offered on existing technology platforms. Creative pricing and packaging are also factors which favor these tier-2 telecoms. The objective of this case study is to examine and understand the tier-2 Telco industry with special focus on Redtone International Berhad and its position in the market place. This case study will analyses the tier-2 telecoms industry and operating environment. It will identify the business model of Redtone International Berhad and its strategies of product development, marketing and competition with tier-1 telecoms. Focus will also be on Redtone’s value proposition and how it capitalizes on emerging technologies to its advantage. This case study also proposes implementation plans for Redtone to undertake in order to maintain its leading position in Malaysia and also to be regional and global player in the voice call industry. The purpose of this plan is also to offset the shrinking local market share with revenue streams from abroad. How to Cite this Article Pubmed Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Telecommunication Industry: An Analysis of Redtone International SRP. 2020; 11(1): 871-877. doi:10.5530/srp.2020.1.111 Web Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Telecommunication Industry: An Analysis of Redtone International http://www.sysrevpharm.org/?mno=128555 [Access: March 29, 2021]. doi:10.5530/srp.2020.1.111 AMA (American Medical Association) Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Telecommunication Industry: An Analysis of Redtone International SRP. 2020; 11(1): 871-877. doi:10.5530/srp.2020.1.111 Vancouver/ICMJE Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Telecommunication Industry: An Analysis of Redtone International SRP. (2020), [cited March 29, 2021]; 11(1): 871-877. doi:10.5530/srp.2020.1.111 Harvard Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM (2020) Telecommunication Industry: An Analysis of Redtone International SRP, 11 (1), 871-877. doi:10.5530/srp.2020.1.111 Turabian Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. 2020. Telecommunication Industry: An Analysis of Redtone International Systematic Reviews in Pharmacy, 11 (1), 871-877. doi:10.5530/srp.2020.1.111 Chicago Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Malaysian Telecommunication Industry: An Analysis of Redtone International Berhad. Systematic Reviews in Pharmacy 11 (2020), 871-877. doi:10.5530/srp.2020.1.111 MLA (The Modern Language Association) Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM. Malaysian Telecommunication Industry: An Analysis of Redtone International Berhad. Systematic Reviews in Pharmacy 11.1 (2020), 871-877. Print. doi:10.5530/srp.2020.1.111 APA (American Psychological Association) Style Mohd Shukri Ab Yajid, Ali kKhatibi, Johar MGM (2020) Telecommunication Industry: An Analysis of Redtone International Systematic Reviews in Pharmacy, 11 (1), 871-877. doi:10.5530/srp.2020.1.111

Relationship Value and Relationship Quality: An Exploration of Its Antecedents on Customer Loyalty

The aim of this study is to examine relationship value and relationship quality, and its effect on customer loyalty in the context of relationship marketing. Four key relationship value variables of economic value, service value, relational value and social value are examined in this study. The study focuses on the Malaysian telecommunication industry and based on the business-to-customer environment. The structural equation modelling technique is used to empirically test the proposed hypotheses using a sample of 350 customers collected by a questionnaire survey. The results showed that three relationship value variables of economic value, service value, and social value have significantly influenced relationship quality. Customer loyalty is significantly affected by relationship quality. There is no significant effect of relational value and relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is used to explain and conceptualize relationship marketing paradigms. It offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship value and relationship quality. The relationship value dimensions of economic value, service value, and social value is the antecedent to relationship quality, which lead to customer loyalty. In the practical perspective, the findings proposed that the telecommunication service providers should focus on relationship value through providing better value for money packages, innovation of services and improve social interaction with customers to build stronger relationship quality and achieve customer loyalty.

The Effectiveness of Strategic Relationship Marketing: Exploring Relationship Quality towards Customer Loyalty

This study examines customer satisfaction, trust, control mutuality and communication as determinants of relationship quality and customer loyalty in relationship marketing. The study focuses on Malaysian telecommunication industry in the business-to-customer context. The structural equation modelling technique is used to empirically test the proposed hypotheses based on the sample size of 405 customers collected by a questionnaire survey. Trust had the greatest positive influence on relationship quality, followed by satisfaction. Subsequently, there was no significant effect of control mutuality and communication on relationship quality. Customer loyalty was significantly affected by relationship quality. The contribution of this paper is twofold. From a theoretical perspective, the social exchange theory is validated and it offers both a conceptual foundation and empirical-based evaluation of customer loyalty through the context of relationship quality. In the practical perspective, the findings proposed useful information to the telecommunication service providers in developing more effective relationship marketing strategies to build better relationship quality and customer loyalty.

Consumers’ Perception on Organisational Corporate Social Responsibility Practices and its Implications on Consumer Attitude: Evidence from the Malaysian Telecommunication Industry

This paper aims at investigating consumers’ perception on the Corporate Social Responsibility (CSR) practices of the telecommunication service companies in Malaysia, and its antecedent to consumer attitude. The local telecommunication service providers have emphasized on service quality, stakeholder value, corporate reputation, and innovation to achieve good business performance. However, little is known about the contribution of service quality, stakeholder value, corporate reputation, and innovation on the effectiveness of organisational CSR practices. Furthermore, lack of previous studies that have investigated the impact of organisational CSR practices on consumer attitude, particularly in the context of Malaysian telecommunication industry. With the adoption of structural equation modeling approach and survey method, a total of 360 samples comprising the prepaid and postpaid mobile consumers were obtained for this study. The results shown that consumers’ perception on service quality and stakeholder value had significant relationship with CSR practices. However, consumers’ perception on corporate reputation and innovation had no significant relationship with CSR practices. CSR practices was positively related to consumer attitude. In the theoretical implications, service quality and stakeholder value variables were found as important elements in the proponents of Strategic CSR Theory. In the managerial implications, this study recommended that the telecommunication service providers should highly focus on more effective planning and implementation of CSR practices through better integration of CSR in its core business functions and value chain system, diversification of CSR scope and stakeholders engagement.

Ways to maximize the triple bottom line of the telecommunication industry in Malaysia

PurposeThe purpose of this paper is to examine the potentials of spiritual leadership in maximizing the triple bottom line (TBL) (people, planet, and the profit) of the telecommunication industry in Malaysia. The research was conducted as a quantitative study based on the SEM Smart-PLS on four telecommunication organizations in Malaysia that represent the Malaysian telecommunication industry. The research was intended to prove that organizations can still develop a business model that adopts and adapts to spiritual, ethical, and moral leadership style as well as guarantees employees’ well-being, organizational sustainability, and social responsibility without sacrificing its profitability by acknowledging the spiritual impact on management and employees’ performance.Design/methodology/approachThe research was conducted using the spiritual leadership survey developed by Louis W. Fry (2010) called the spiritual leadership balance scorecard that measured the spiritual leadership dimensions, spiritual well-being against the measure for TBL of productivity, organizational commitment, and life satisfaction (Fry and Altman, 2013; Fry et al., 2010). A set of questionnaire was developed that combines prior established instruments, and sent to 140 employees working in the telecommunication organizations in Malaysia on a purposive sampling method, based on the SEM-PLS approach (Hair, 2010).FindingsThe research has proven that organizations can still boosts its profitability by adopting to business models that acknowledge the importance of human values, the emotional part and the spiritual part. As the research has surprisingly proven that by having spiritual leaders on premise, a telecommunication provider will be able to awaken a sense that one’s life has meaning, not just to his or her own selves, but to the community at large as well. The spiritual leaders are able to influence a sense that one’s life has meaning and wanting to make differences in others life as when the employees, through the inner life, hope and faith given by the leaders in striving for the visions with altruistic love.Research limitations/implicationsThe limitation of the study to include cultural values as a contributing factor to the spiritual values could have been an avenue for future research on the influence of spiritual leadership on the TBL of such organizations. As such, this may be the reason why the employees of the telecommunication organizations in Malaysia are scoring low in developing a sense of calling, when due to the culture of being Malaysian, scoring high in Hofstede’s theory of culture on uncertainty avoidance and power distance (Ting and Ying, 2013).Practical implicationsAdapting to spiritual leadership facilitate employee engagement by tackling the soft part of human resources, the inner sense. The inner sense is able to awaken the conscience and compassion, which can lead to effective working attitude, commitment, and engagement as reciprocal effects.Social implicationsSpiritual leadership is the agenda to win back employees’ trust and confidence to the organizations which have proven to cause mishap in the current economic trend. The values brought by spiritual leadership are able to balance between work and life and in fulfilling the human needs to feel appreciated, regarded and respected and that being human, the urge to be connected to a community is unavoidable and to feel happy with what they are doing is the food for the soul.Originality/valueNo study has ever been conducted in the Malaysian context with regard to spiritual leadership and at the same time employing the balance scorecard developed academically into a practical context. On the other hand, the study also proved to be the first with regard to scientifically proving the importance of spiritual values to leadership style, workplace experience as well as to organizational performance in terms of job satisfaction, productivity, and satisfaction in life.

The Adoption of Open Innovation and Co-Creation in Malaysian Telecommunication Industry

In the recent years, open innovation and co-creation concepts engaging customers in organizations have been gaining widespread attention around the globe. This is particularly significant in the telecommunication space, given the abundant benefits from economy of scale, ease of access to resources, shorter innovation cycles, supportive customer service and enhanced business processes. Thus, this research attempts to identify the factors that influence the adoption of open innovation and co-creation in Malaysian telecommunication industry. The current era imposes criticality for telecommunication companies (telcos) to solidify their collaborations and partnerships, innovation exchange and co-create with their customers using social media tools, in order to sustain and thrive in the industry. To achieve the purpose of the study, a preliminary investigation was conducted using qualitative approach and based on a number of semi-structured interviews, with participation from four staff of a selected telco in Malaysia. The findings highlighted six factors, namely cost control, partnership models, standard conformance, go-to-market strategy, flexible communication and knowledge exchange. Subsequently, these findings may be included in the process of developing a conceptual model for open innovation and co-creation with customers using social media platforms in Malaysian telecommunication industry. Ultimately, this study could contribute to the telecommunication industry in formulating, planning, executing and reviewing the telcos business strategy based upon open innovation and co-creation concepts.

Service innovation management practices in the telecommunications industry: what does cross country analysis reveal?

Service innovation management practice is currently being widely scrutinized mainly in the developed countries, where it has been initiated. The current study attempts to propose a framework and empirically validate and explain the service innovation practices for successful performance in the telecommunications industry of two developing countries, Malaysia and Bangladesh. The research framework proposes relationships among organisational culture, operating core (innovation process, cross-functional organisation, and implementation of tools/technology), competition-informed pricing, and performance. A total of 176 usable data from both countries are analysed for the purpose of the research. The findings show that organisational culture tends to be more influential on innovation process and cross-functional organisation in Malaysian telecommunication industry. In contrast, implementation of tools/technology plays a more instrumental role in competition-informed pricing practices in Bangladesh. This study revealed few differences in the innovation management practices between two developing countries. The findings have strategic implications for the service sectors in both the developing countries regarding implementation of innovative enterprises, especially in Bangladesh where innovation is the basis for survival. Testing the innovation management practices in the developing countries perhaps contains uniqueness in the field of innovation management.

Knowledge management process effectiveness: measurement of preliminary knowledge management implementation

While knowledge management (KM) has been widely discussed by many academics and practitioners, measurement is undoubtedly the least developed aspect of KM due to the intangibility of knowledge assets. It is of paramount importance to establish performance measures at different stages of KM implementation even from the beginning so that its effectiveness can be identified. This paper thus serves to explore KM performance measurement from the angle of KM process effectiveness. Through the data collected from 289 managers in the Malaysian telecommunication industry, where KM implementation is just beginning to take place, significant interactions were found between four of the five proposed KM preliminary success factors (i.e. business strategy, K audit, K map, KM team) and all four KM elements of strategies (i.e. technology, culture, leadership, measurement) with KM process effectiveness. The findings of this study serve as a guide for organizations in driving their KM journey and reaching their destinations even at the beginning stage of their KM implementation.

Is the Malaysian telecommunication industry ready for knowledge management implementation?

PurposeThe purpose of this paper is to assess the perceived importance and actual level of implementation of five preliminary success factors, four knowledge management (KM) strategies and three KM processes towards the performance of the Malaysian telecommunication industry.Design/methodology/approachA questionnaire survey was conducted on telecommunication companies based on a convenience sampling technique. Data were analyzed using paired t‐tests and multiple regression analyses.FindingsThe results show that Malaysian telecommunication organizations view all the KM preliminary success factors, strategies and process as important and critical but fall short of implementation. K Audit, K Map, leadership, measurement, construction and embodiment are the variables that have the largest gap between perceived importance and actual implementation. For perceived importance, culture is the only important variable associated with organizational performance whereas for actual implementation, both business strategy and construction process are found to be significantly associated with organizational performance.Research limitations/implicationsThis paper was conducted in only one industry in Malaysia. Furthermore, it focuses on KM implementation rather than on learning and knowledge utilization. This paper provides a framework for developing an instrument for assessing the use of preliminary elements in the Malaysian telecommunication industry. Telecommunication organizations have to overcome problems identified and enhance their implementation level in order to achieve better organizational performance.Originality/valueThis paper has extended knowledge in KM, especially concerning implementation issues at the beginning stage of KM. Moreover, it is among the first empirical work to specifically examine preliminary success factors, processes and strategies that affect the preliminary implementation of KM.

Implementation of KM strategies in the Malaysian telecommunication industry

PurposeThis purpose of this paper is to assess the perceived importance and actual implementation of four knowledge management (KM) strategies, i.e. culture; leadership; information technology; and measurement, in the Malaysian telecommunication industry.Design/methodology/approachData were collected from 289 telecommunication organizations in Malaysia and analyzed using indices and parametric statistics.FindingsThe paired t‐test results show significant differences among all the KM strategies in terms of their importance and actual implementation. Strategies such as technology, culture and leadership are moderately implemented, with measurement being the least implemented factor.Research limitations/implicationsThis paper focuses on KM implementation rather than on learning and knowledge utilization.Practical implicationsMalaysian telecommunication organizations should give equal attention to the implementation of all the four KM strategies. They need to have proper planning and overcome any problem or difficulty for the four KM strategies to be implemented smoothly, and subsequently narrow the gaps between the perceived importance and actual implementation of these strategies. Such viable practice will significantly help the government of Malaysia to achieve the K‐Economy status and Vision 2020.Originality/valueThis study is perhaps one of the first to empirically investigate and compare the perceived importance and actual implementation of the four KM strategies in the Malaysian telecommunication industry.

KM implementation in Malaysian telecommunication industry

PurposeThis paper aims assess to the perceived importance (PI) and actual implementation (AI) of five preliminary knowledge management (KM) success factors, i.e. business strategy, organizational structure, knowledge team, knowledge audit, and knowledge map in the Malaysian telecommunication industry.Design/methodology/approachA questionnaire survey was conducted on telecommunication organizations located in the capital of Malaysia. Data were analyzed using indices and parametric statistics.FindingsThe results show that the organizations are aware of the importance of all the KM factors but fall short of implementation. The implemented factors consist of business strategy, organizational structure, and knowledge team. Knowledge audit and knowledge map are perceived as important but are the least implemented factors.Research limitations/implicationsThis study was conducted in only one industry in Malaysia. Furthermore, it focuses on the preliminary success factors of KM implementation rather than on learning and knowledge utilization.Practical implicationsTelecommunication organizations have to overcome resources problems and enhance implementation level in order to narrow the gaps for effective, full scale KM implementation in the later stage. Such viable practice will significantly help the industry not only to compete more effectively within Malaysia, but also to position itself as a global player in the world.Originality/valueThis study is perhaps one of the first to address the preliminary steps to be dealt with prior to KM implementation. Moreover, it attempts to compare the PI and AI of the five proposed success factors, which has received very little attention to date.