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DEVELOPING ISLAMIC SMART CITY MANAGEMENT USING ORGANISATION PUBLIC RELATIONSHIP (OPR) EFFECTIVENESS: A STRUCTURAL EQUATION MODELING (SEM) PARTIAL LEAST SQUARE APPROACH
Corresponding Author(s) : Ilham Sentosa
Humanities & Social Sciences Reviews,
Vol. 7 No. 1 (2019): January
Abstract
Purpose of Study: This study revaluates the interrelationships between relationship-building and bottom-line consequences to the public sector organisation and development of Islamic smart city management projects to confirmatory investigate the results of relationship measures on the internal customer satisfaction and behavioral intentions.
Methodology: In general, by connecting organisation-public relationship (OPRs) components and behavioral intentions outcomes may fortify and support the relationship marketing theory. The previous result of the linear regression analysis supports the proposed model based on the empirically validated organisation-public relationship (OPRs) components, which were reliable and valid.
Main Findings: The results of reliability, correlation, regression analysis, and Mahalanobis Distance analysis using PLS technique data analysis were presented. Outcomes from structural equation modeling show that customer satisfaction mediated the connection between organisation-public relationship (OPRs) dimensions and behavioral intentions consequences. In the same meaning, customer satisfaction is a predictor and exogenous variable in the model. The results revealed that public sector managers perceived the development of Islamic smart city management within the public sector organisation as trustworthy would more likely to say positive things of the current organisation.
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- Adedoyin, O. and E. Okere, 2017. The significance of inclusion concept in the educational system as perceived by junior secondary school teachers: Implications for teacher training programmes in Botswana. Global Journal of Social Sciences Studies, 3(1): 13-28. DOI: https://doi.org/10.20448/807.3.1.13.28
- Ajzen, I. and M. Fishbein, 1980. Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice Hall.
- Al-Jader, R. and I. Sentosa, 2015. An empirical study on the mediating effect of E-service recovery satisfaction on the achievement of customer retention in the airline industry in Malaysia. International Organization of Scientific Research. DOI: https://doi.org/10.5539/ijms.v7n4p105
- Alhawiti, M.M. and Y. Abdelhamid, 2017. A personalized e-learning framework. Journal of Education and e-Learning Research, 4(1): 15-21. DOI: https://doi.org/10.20448/journal.509.2017.41.15.21
- Ali, J.H., B.B. Soebyakto and I. Sentosa, 2013. The intelligence, emotional, spiritual quotients and quality of managers. Global Journal of Management and Business Research 13(3).
- Allen, N.J. and J.P. Meyer, 1990. The measurement and antecedents of affective, continuance and normative commitment of the organisation. Journal of Occupational Psychology, 63(1): 1-18. DOI: https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
- Anyi, E.M.E., 2017. The role of guidance and counselling in effective teaching and learning in schools: The Cameroonian perspective. International Journal of Educational Technology and Learning, 1(1): 11-15. DOI: https://doi.org/10.20448/2003.11.11.15
- Berry, L.L., 1995. Relationship marketing of services, growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23: 236-245. DOI: https://doi.org/10.1177/009207039502300402
- Broom, G.M., S. Casey and J. Ritchey, 2000. Concept and theory of organisation public relationships. In J. A. Ledingham and S. D. Bruning (Eds.), Public Relations as Relationship Management: A Relational Approach to Public Relations. Mahwah, NJ: Lawrence Erlbaum Associates. pp: 3-22.
- Bruning, S.D., 2000. Examining the role that personal, professional, and community relationships play in respondent relationship recognition and intended behavior. Communication Quarterly, 48: 437-448. DOI: https://doi.org/10.1080/01463370009385608
- Bruning, S.D., 2002. Relationship building as a retention strategy: Linking relationship attitudes and satisfaction evaluations to behavioral outcomes. Public Relations Review, 28: 39-48. DOI: https://doi.org/10.1016/S0363-8111(02)00109-1
- Bruning, S.D. and J.A. Ledingham, 1999. Relationship between organisations and publics: Development of a multi-dimensional organisation public relationship scale. Public Relations Review, 25: 157-170. DOI: https://doi.org/10.1016/S0363-8111(99)80160-X
- Bruning, S.D. and J.A. Ledingham, 2000a. Organisation and key public relationships; Testing the influence of the relationship dimensions in a business-to-business context. In J. A. Ledingham & S. D. Bruning (Eds.), Public relations as relationship management; A relational approach to the study and practice of public relations. Mahwah, NJ: Lawrence Erlbaum Associates, Inc. pp: 159-173.
- Bruning, S.D. and J.A. Ledingham, 2000b. Perceptions of relationships and evaluations of satisfaction: An exploration of interaction. Public Relations Review, 26: 85-95. DOI: https://doi.org/10.1016/S0363-8111(00)00032-1
- Bruning, S.D. and M. Ralston, 2001. Using a relational approach to retaining students and building mutually beneficial student-university relationships. Southern Communication Journal, 66: 337-345. DOI: https://doi.org/10.1080/10417940109373212
- Daft, R.L., 2001. Organisation theory and design. 7th Edn., Cincinnati, Ohio: South Western College Publishing.
- Dandan, M.M. and A.P. Marques, 2017. Higher education leadership and gender gap in Jordan. Asian Development Policy Review, 5(3): 131-139. DOI: https://doi.org/10.18488/journal.107.2017.53.131.139
- Ezebuilo, U., 2014. Does higher education reduce poverty among youths in Nigeria?. Asian Economic and Financial Review, 4(1): 1-19.
- Ferguson, M.A., 1984. Building theory in public relations: Interorganziational relationships. Paper Presented at the Annual Conference of the Association for Education in Journalism and Mass Communication, Gainesville, FL.
- Fombrun, C., 1996. Reputation: Realizing value from the corporate image. Boston: Harvard Business School Press.
- Garbarino, E. and S.J. Mark, 1999. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(4): 70–87. DOI: https://doi.org/10.1177/002224299906300205
- Grunig, L.A., J.E. Grunig and W.P. Ehling, 1992. What is an effective organisation? In James E. Grunig (Ed.), Excellent public relations and communication management: Contributions to effective organisations. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc. pp: 65-89.
- Gruning, J.E. and Y. Huang, 2000. From organisational effectiveness to relationship indicators: Antecedents of relationships Public relations strategies and relationship outcomes. In J. A.
- Hadi, N.I., N. Abdullah and I. Sentosa, 2016. An easy approach to exploratory factor analysis: Marketing perspective. Journal of Educational and Social Research MCSER Publishing, Rome-Italy, 6(1).
- Hon, L.C., 1997. What have you done for me lately? Exploring effectiveness in public relations. Journal of Public Relations Research, 9: 1-30. DOI: https://doi.org/10.1207/s1532754xjprr0901_01
- Hon, L.C. and J.E. Grunig, 1999. Guidelines for measuring relationships in public relations. Gainesville, FL: The Institute for Public Relations.
- Houcine, B. and M. Sofiane, 2018. Higher education quality management: Evidence from Adrar University. Asian Journal of Economic Modelling, 6(1): 83-89. DOI: https://doi.org/10.18488/journal.8.2018.61.83.89
- Huang, Y., 1997. Public relations strategies, relational outcomes, and conflict management strategies. Unpublished Doctoral Dissertation, University of Maryland, College Park.
- Jayakumar, R., 2016. Opinion of the university teachers towards educational television programmes. American Journal of Education and Learning, 1(1): 45-52.
- Khan, M.S., I. Sentosa and F. Salman, 2018. Exploring the role of transformational leadership in human capital effectiveness: Empirical evidence from the Malaysian healthcare sector. World Journal of Entrepreneurship, Management and Sustainable Development.Available at: http://doi.org/10.1108/WJEMSD-10-2017-0075. DOI: https://doi.org/10.1108/WJEMSD-10-2017-0075
- Ki, E.J. and L.C. Hon, 2007a. Testing the linkages among the organisation public relationship and attitude and behavioral intentions. Journal of Public Relations Research, 17(1): 1-23. DOI: https://doi.org/10.1080/10627260709336593
- Kreps, G.L., 1986. Organisational communication: Theory and practice. NY: Longman.
- Ledingham, J.A. and S.D. Bruning, 1997. Interpersonal dimensions in an organisational-public relationship. Paper Presented at the Association for Education in Journalism and Mass Communication, Chicago, IL.
- Ledingham, J.A. and S.D. Bruning, 1998. Relationship management in public relations; dimensions of an organisation-public relationship. Public Relations Review,, 24(1): 55-65. DOI: https://doi.org/10.1016/S0363-8111(98)80020-9
- Marken, G.A., 2002. One-minute corporate reputation management. Public Relations Quarterly, 47(4): 21-23.
- Markwick, N. and C. Fill, 1997. Towards a framework for managing corporate identity. European Journal of Marketing, 31(5/6): 396-409. DOI: https://doi.org/10.1108/eb060639
- Moorman, D.R. and G. Zaltman, 1993. Factors affecting trust in marketing relationships. Journal of Marketing, 57: 81-101. DOI: https://doi.org/10.1177/002224299305700106
- Morgan, R. and S. Hunt, 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58: 20-38. DOI: https://doi.org/10.1177/002224299405800302
- Muthuselvi, L. and E. Ramganesh, 2017. Use of e-governance by administrators of higher learning institutions. International Journal of Emerging Trends in Social Sciences, 1(2): 68-73. DOI: https://doi.org/10.20448/2001.12.68.73
- Osman, Z. and I. Sentosa, 2014. Influence of customer satisfaction on service quality and customer loyalty relationship in Malaysian commercial banking industry. International Journal of Economics, Finance and Management, 3(2).
- Pan, C.Y., 2014. Effects of reciprocal peer-questioning instruction on EFL college students English reading comprehension. International Journal of English Language and Literature Studies, 3(3): 190-209.
- Rengiah, P. and I. Sentosa, 2016. The effe
References
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Ajzen, I. and M. Fishbein, 1980. Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice Hall.
Al-Jader, R. and I. Sentosa, 2015. An empirical study on the mediating effect of E-service recovery satisfaction on the achievement of customer retention in the airline industry in Malaysia. International Organization of Scientific Research. DOI: https://doi.org/10.5539/ijms.v7n4p105
Alhawiti, M.M. and Y. Abdelhamid, 2017. A personalized e-learning framework. Journal of Education and e-Learning Research, 4(1): 15-21. DOI: https://doi.org/10.20448/journal.509.2017.41.15.21
Ali, J.H., B.B. Soebyakto and I. Sentosa, 2013. The intelligence, emotional, spiritual quotients and quality of managers. Global Journal of Management and Business Research 13(3).
Allen, N.J. and J.P. Meyer, 1990. The measurement and antecedents of affective, continuance and normative commitment of the organisation. Journal of Occupational Psychology, 63(1): 1-18. DOI: https://doi.org/10.1111/j.2044-8325.1990.tb00506.x
Anyi, E.M.E., 2017. The role of guidance and counselling in effective teaching and learning in schools: The Cameroonian perspective. International Journal of Educational Technology and Learning, 1(1): 11-15. DOI: https://doi.org/10.20448/2003.11.11.15
Berry, L.L., 1995. Relationship marketing of services, growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23: 236-245. DOI: https://doi.org/10.1177/009207039502300402
Broom, G.M., S. Casey and J. Ritchey, 2000. Concept and theory of organisation public relationships. In J. A. Ledingham and S. D. Bruning (Eds.), Public Relations as Relationship Management: A Relational Approach to Public Relations. Mahwah, NJ: Lawrence Erlbaum Associates. pp: 3-22.
Bruning, S.D., 2000. Examining the role that personal, professional, and community relationships play in respondent relationship recognition and intended behavior. Communication Quarterly, 48: 437-448. DOI: https://doi.org/10.1080/01463370009385608
Bruning, S.D., 2002. Relationship building as a retention strategy: Linking relationship attitudes and satisfaction evaluations to behavioral outcomes. Public Relations Review, 28: 39-48. DOI: https://doi.org/10.1016/S0363-8111(02)00109-1
Bruning, S.D. and J.A. Ledingham, 1999. Relationship between organisations and publics: Development of a multi-dimensional organisation public relationship scale. Public Relations Review, 25: 157-170. DOI: https://doi.org/10.1016/S0363-8111(99)80160-X
Bruning, S.D. and J.A. Ledingham, 2000a. Organisation and key public relationships; Testing the influence of the relationship dimensions in a business-to-business context. In J. A. Ledingham & S. D. Bruning (Eds.), Public relations as relationship management; A relational approach to the study and practice of public relations. Mahwah, NJ: Lawrence Erlbaum Associates, Inc. pp: 159-173.
Bruning, S.D. and J.A. Ledingham, 2000b. Perceptions of relationships and evaluations of satisfaction: An exploration of interaction. Public Relations Review, 26: 85-95. DOI: https://doi.org/10.1016/S0363-8111(00)00032-1
Bruning, S.D. and M. Ralston, 2001. Using a relational approach to retaining students and building mutually beneficial student-university relationships. Southern Communication Journal, 66: 337-345. DOI: https://doi.org/10.1080/10417940109373212
Daft, R.L., 2001. Organisation theory and design. 7th Edn., Cincinnati, Ohio: South Western College Publishing.
Dandan, M.M. and A.P. Marques, 2017. Higher education leadership and gender gap in Jordan. Asian Development Policy Review, 5(3): 131-139. DOI: https://doi.org/10.18488/journal.107.2017.53.131.139
Ezebuilo, U., 2014. Does higher education reduce poverty among youths in Nigeria?. Asian Economic and Financial Review, 4(1): 1-19.
Ferguson, M.A., 1984. Building theory in public relations: Interorganziational relationships. Paper Presented at the Annual Conference of the Association for Education in Journalism and Mass Communication, Gainesville, FL.
Fombrun, C., 1996. Reputation: Realizing value from the corporate image. Boston: Harvard Business School Press.
Garbarino, E. and S.J. Mark, 1999. The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(4): 70–87. DOI: https://doi.org/10.1177/002224299906300205
Grunig, L.A., J.E. Grunig and W.P. Ehling, 1992. What is an effective organisation? In James E. Grunig (Ed.), Excellent public relations and communication management: Contributions to effective organisations. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc. pp: 65-89.
Gruning, J.E. and Y. Huang, 2000. From organisational effectiveness to relationship indicators: Antecedents of relationships Public relations strategies and relationship outcomes. In J. A.
Hadi, N.I., N. Abdullah and I. Sentosa, 2016. An easy approach to exploratory factor analysis: Marketing perspective. Journal of Educational and Social Research MCSER Publishing, Rome-Italy, 6(1).
Hon, L.C., 1997. What have you done for me lately? Exploring effectiveness in public relations. Journal of Public Relations Research, 9: 1-30. DOI: https://doi.org/10.1207/s1532754xjprr0901_01
Hon, L.C. and J.E. Grunig, 1999. Guidelines for measuring relationships in public relations. Gainesville, FL: The Institute for Public Relations.
Houcine, B. and M. Sofiane, 2018. Higher education quality management: Evidence from Adrar University. Asian Journal of Economic Modelling, 6(1): 83-89. DOI: https://doi.org/10.18488/journal.8.2018.61.83.89
Huang, Y., 1997. Public relations strategies, relational outcomes, and conflict management strategies. Unpublished Doctoral Dissertation, University of Maryland, College Park.
Jayakumar, R., 2016. Opinion of the university teachers towards educational television programmes. American Journal of Education and Learning, 1(1): 45-52.
Khan, M.S., I. Sentosa and F. Salman, 2018. Exploring the role of transformational leadership in human capital effectiveness: Empirical evidence from the Malaysian healthcare sector. World Journal of Entrepreneurship, Management and Sustainable Development.Available at: http://doi.org/10.1108/WJEMSD-10-2017-0075. DOI: https://doi.org/10.1108/WJEMSD-10-2017-0075
Ki, E.J. and L.C. Hon, 2007a. Testing the linkages among the organisation public relationship and attitude and behavioral intentions. Journal of Public Relations Research, 17(1): 1-23. DOI: https://doi.org/10.1080/10627260709336593
Kreps, G.L., 1986. Organisational communication: Theory and practice. NY: Longman.
Ledingham, J.A. and S.D. Bruning, 1997. Interpersonal dimensions in an organisational-public relationship. Paper Presented at the Association for Education in Journalism and Mass Communication, Chicago, IL.
Ledingham, J.A. and S.D. Bruning, 1998. Relationship management in public relations; dimensions of an organisation-public relationship. Public Relations Review,, 24(1): 55-65. DOI: https://doi.org/10.1016/S0363-8111(98)80020-9
Marken, G.A., 2002. One-minute corporate reputation management. Public Relations Quarterly, 47(4): 21-23.
Markwick, N. and C. Fill, 1997. Towards a framework for managing corporate identity. European Journal of Marketing, 31(5/6): 396-409. DOI: https://doi.org/10.1108/eb060639
Moorman, D.R. and G. Zaltman, 1993. Factors affecting trust in marketing relationships. Journal of Marketing, 57: 81-101. DOI: https://doi.org/10.1177/002224299305700106
Morgan, R. and S. Hunt, 1994. The commitment-trust theory of relationship marketing. Journal of Marketing, 58: 20-38. DOI: https://doi.org/10.1177/002224299405800302
Muthuselvi, L. and E. Ramganesh, 2017. Use of e-governance by administrators of higher learning institutions. International Journal of Emerging Trends in Social Sciences, 1(2): 68-73. DOI: https://doi.org/10.20448/2001.12.68.73
Osman, Z. and I. Sentosa, 2014. Influence of customer satisfaction on service quality and customer loyalty relationship in Malaysian commercial banking industry. International Journal of Economics, Finance and Management, 3(2).
Pan, C.Y., 2014. Effects of reciprocal peer-questioning instruction on EFL college students English reading comprehension. International Journal of English Language and Literature Studies, 3(3): 190-209.
Rengiah, P. and I. Sentosa, 2016. The effe