JBRMR 2056-6271 https://doi.org/10.24052/JBRMR/ 29 Volume 11 Issue 4 2017-07-01

287 https://jbrmr.com/details&cid=287 2017-07-22 Since the development of the Internet and the web, various aspects of society have changed, including the way business is conducted, how information is shared and gathered, and how goods and services are purchased (Shanthi &Kannaiah, 2015:14). Consumers are now able to shop online with an abundance of information readily available at their fingertips. Particularly with the increasing use of social media which has influenced a number of online shopping activities namely finding ideas, researching goods, looking for promotions and sharing purchases online (Morisson, 2014).The purpose of this study was to explore the influence of information quality factors on online shopping. The results of the study could assist online retailers to better target consumers by having a better understanding of the influence of information quality on their online shopping. Primary data was collected by means of self-administered Internet surveys. Respondent demographics and online shopping activity were firstly identified, followed by the influence of information quality factors. The research found that all information quality factors influence online shopping, however secureness was the most influential factor. By having a thorough understanding of the influence of information quality for online shopping, online retailers can ensure that consumers’ cost of searching for goods are reduced.  Al-Maghrabi, T., Dennis, C., Halliday, S.V. & BinAli, A. 2011.Determinants of customer continuance intention of online shopping. International Journal of Business Science and Applied Management, 6(1):41-65. Al-Mamary, Y.H., Shamsuddin, A. &Aziati, N. 2014.The relationship between system quality, information quality and organisational performance. International Journal of Knowledge and Research in Management and E-commerce, 4(3):7-10. Bagdoniene, L. & Zemblyte, J. 2009. Online shopping motivation factors and their effect on lithuanian consumers online shopping factors : review of some studies results. Economics & Management, 14(2009):367–374. Bai, B., Law, R. & Wen, I. 2008. The impact of website quality on customer satisfaction and purchase intentions: evidence from Chinese online visitors. International Journal of Hospitality, 27(2008):391-402. Barnes, S. & Vidgen, R., 2002.An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3):114-127. Bizer, C. 2007.Quality-Driven Information Filtering in the Context of Web-Based Information Systems.Mcom Thesis. Freie Universitat Berlin. Botha, D.H. 2015. The determinants of South African consumers’ online shopping satisfaction. Mcom Thesis. Pretoria: University of Pretoria. Bothma. C. & Gopaul, M. 2015. E-marketing in the South African context. Cape Town:Juta. Bourlakis, M., Papagiannidis, S. & Fox, H. 2008. E-Consumer Behaviour: Past, Present and Future Trajectories of an Evolving Retail Revolution. International Journal of E-Business Research. 4(3):64–76.  Cheung, C.M.K. & Lee, M.K.O. 2005.Research framework of consumer satisfaction with Internet shopping. Sprouts: Working Papers on Information System, 5(26):1-19. CP-Africa. 2013. Infographic: E-commerce in Africa - preferences of African consumers in Nigeria, Kenya and South Africa. CPAfrica.[Online] Available from: http://www.cp-africa.com/2013/06/03/e-commerce-in-africa/ [Accessed: 2013-09-30]. Croker, A.D. 2009. Customer satisfaction in the online grocery shopping market. Mcom Thesis. University of South Africa. Cunningham, N. 2015. Consumers perception of shopping channel attributes and risk factors influencing apparel purchases. Mcom Thesis. University of Johannesburg. Dai, B., Forsythe, S. & Kwon, W.S. 2014. The impact of online shopping experience on risk perception and online purchase intentions: does product category matter? Journal of Electronic Commerce Research, 15(1):13-24. De Swardt, M. & Wagner, C. 2008. Factors influencing the choice to shop online: a psychological study in a South Africa context. New Voices in Psychology, 4(2):68-82. DeLone, W.H. & McLean, E.R. 2003. The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 4(19):9-30.  DeLone, W.H. & McLean, E.R. 2004. Measuring e-Commerce Success: Applying the DeLone& McLean Information Systems Success Model. International Journal of Electronic Commerce, 9(1):31-47. Elkhatib, Y., Killick, R., Mu, M. & Race, N. 2014. Just Browsing?: Understanding User Journeys in Online TV. Proceedings of the 22Nd ACM International Conference on Multimedia. 965–968.  Ghaffari, A. &Ashkiki, M.F. 2015.The impact on the quality of the website to buy online customers.Journal of Applied Environmental and Biological Sciences, 5(11S):516-526. Gorla, N., Somers, T.M. & Wong, B. 2010.Organisational impact of system quality, information quality and service quality. Journal of Strategic Information Systems, 19(2010):207-228. Harker, S. &Riccio, J. 2012.The future of retail – consumer adaptive retailing. PwC. [Online] Available from: http://www.pwc.com.au/industry/retail-consumer/assets/ Digital-Media-Paper-Jul12.pdf [Downloaded: 2014-05-24]. Huang, Z. &Benyoucef, M. 2013. From e-commerce to social commerce: a close look at design features. Electronic Commerce Research and Applications, 12(4):246-259. Hwang, D., Preiser-Houy, L. & Shang, R.A. 2012. A comprehensive framework for online store functionalities. Issues in Information Systems, 13(2):336–345. Jeng, S. 2013. Online gift-searching: gift-giving orientations and perceived benefits of searching. Online Information Review, 37(5):771-786.  Jusoh, Z.M. & Ling, G.H. 2012. Factors influencing consumers’ attitude towards e-commerce purchases through online shopping. International Journal of Humanities and Social Science, 2(4):223–230. Katawetawaraks, C. & Wang, C.L. 2011. Online Shopper Behavior: influences of Online Shopping Decision. Asian Journal of Business Research. 1(2):66–74.  Keisidou, E., Sarigiannidis, L. & Maditinos, D. 2011. Consumer characteristics and their effect on accepting online shopping, in the context of different product types. International Journal of Business Science and Applied Management, 6(2):31–51. Kempen, E., Kasambala, J. &Toerien, E. 2015.A conceptual framework of e-fashion shopping intent.The Retail and Marketing Review, 11(1):23-43. Kim, C., Galliers, R.D., Shin, N., Ryoo, J.H. & Kim, J. 2012. Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Application, 11(4):374-387. Kim, H. &Niehm, L.S. 2009.The impact of website quality on information quality, value and loyalty intentions in apparel retailing. Journal of Interactive Marketing, 23(2009):221-233. Kim, J. & Lennon, S.J. 2013. The effects of reputation and website quality on online consumers’ emotion, perceived risk and purchase intention: based on the stimulus-organism-response model. Journal of Research in Interactive Marketing, 7(1):33-56. Kuo, H. & Chen, C. 2011.Application of quality function deployment to improve the quality of Internet shopping website interface design. International Journal of Innovative Computing, Information and Control, 7(1):253-268. K3 Retail. 2016. Personalisation: why it’s the future of retail. K3 Retail. [Online] Available from: www.k3retail.com/do_download/.../K3_Personalisation_WP_MRCH 15_sprd_1-4.pdf [Downloaded: 2017-01-24]. Lawless, S., O’Connor, A. &Mulwa, C. 2010.A proposal for the evaluation of adaptive personalised information retrieval.CIRSE ’10 Workshop on Contextual Information Access, Seeking and Retrieval Evaluation, 28th March, 2010, Milton Keynes, UK. Liang, T.P., Li, Y.W. & Turban, E. 2009. Personalised services as empathic responses: the role of intimacy. PACIS 2009 Proceedings. Lin, H.-F. 2007. The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management & Business Excellence. 18(4):363–378.  Lobaugh, K., Simpson, J. &Ohri, L. 2014. The new digital divide: retailers, shoppers and the digital influence factor. Deloitte Development LLC.[Online] Available from:  https://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-rd-thenewdigitaldivide-041814.pdf [Downloaded: 2017-01-23]. Loiacono, E.T., Watson, R.T. &Goodhue, D.L. 2002.WEBQUAL: A measure of website quality. American Marketing Association, 13(2002):432:438. Mai, J. 2013. The quality and qualities of information. Journal of the American Society for Information Science and Technology, 64(4):675-688. Malhotra, N.K. 2010.Marketing research: An applied orientation. 6th edition. New Jersey: Pearson. Mazaheri, E., Richard, M.O. & Laroche, M. 2011. Online consumer behavior: Comparing Canadian and Chinese website visitors. Journal of Business Research. 64(9):958–965.  Milan, G.S., Bebber, S., De Toni, D. &Eberle, L. 2015.Information quality, distrust and perceived risk as antecedents of purchase intention in the online purchase context. Journal of Management Information System & E-commerce, 2(2):111-129. Mohanlal, A. 2011. Factors influencing South African Internet users purchasing a product or service online. MBA Thesis. University of KwaZulu Natal.  Morgan, J. 2014. Are you confusing your customers? John Morgan. [Online] Available from: http://johnmichaelmorgan.com/are-you-confusing-your-customers/ [Accessed: 2014-05-29]. Morisson, K. 2014. Social media has changed how consumers shop online. AdWeek.[Online] Available from:http://www.adweek.com/digital/social-media-changed-consumers-shop-online-infographic/ [Accessed: 2017-02-21]. Nagra, G. & Gopal, R. 2013. An study of Factors Affecting on Online Shopping Behavior of Consumers. International Journal of Scientific and Research Publications. 3(6):1–4. Niranjanamurthy, M. &Chahar, D. 2013.The study of e-commerce security issues and solutions. International Journal of Advanced Research in Computer and Communication Engineering, 2(7):1-12. Patel, N. 2011.7 common sales mistakes and how to avoid them.QuickSprout, LLC. [Online] Available from: http://www.quicksprout.com/2011/09/15/7-common-sales-mistakes -and-how-to-avoid-them/ [Accessed: 2014-05-29]. Safari, A. 2011.Customers’ international online trust – insights from focus group interviews. Journal of Theoretical and Applied Electronic Commerce Research, 7(2):59-72. Sanje, G. &Senol, I. 2012.The importance of online behavioural advertising for online retailers. International Journal of Business and Social Science, 3(18):114-121. Scherbaum, C. &Schockley, K. 2015.Analysing quantitative data for business and management students. London: Sage.  Shanthi, R. & Kannaiah, D. 2015. Consumers’ Perception on Online Shopping. Journal of Marketing and Consumer Research, 13(2015):14–20.  Sharma, R.S., Alexander, N., Ho, W.C. &Arasu, P.K. 2013.Functional modelling and analysis of IDM e-tailer platforms. International Journal of E-Business Research, 7(20101):38-59. Sharkey, U., Scott, M. & Acton, T. 2010. The influence of quality on e-commerce success: An empirical application of the DeLone and McLean IS success model. International Journal of E-Business Research, 6(1):68-84. Song, J., Baker, J., Lee, S. & Wetherbe, J.C. 2012. Examining online consumers’ behavior: A service-oriented view. International Journal of Information Management, 32(3):221-231. Snyman, A.N. 2015. Barriers and motivators to online grocery shopping in South Africa: a supply chain perspective. Mcom Thesis. University of South Africa. Tapson, M.J. 2009.Demographical diversity influence on online shopping orientation and propensity to buy online.Mcom Thesis. Grahamstown: Rhodes University. Webb, H.W. & Webb, L.A. 2004.SiteQual: An integrated measure of website quality. Journal of Enterprise Information Management, 17(6):430-440. Wiid, J. & Diggines, C. 2013.Marketing research.4th ed. Cape Town: Juta. Wu, K., Huang, S.Y., Yen, D.C. & Popova, I. 2012.The effect of online privacy policy on consumer privacy concern and trust. Computers in Human Behaviour, 28(2012):889-897. https://jbrmr.com/cdn/article_file/content_49739_17-07-22-07-25-21.pdf Yu-ting Hung Michael C Cant Information quality online shopping online retailers South Africa 1193385 88 1

288 https://jbrmr.com/details&cid=288 2017-07-22 The 21st century customer is passionate about gaining knowledge. The availability and affordability of internet has created an edge for people to connect to a social network and exchange information. It has encouraged different online activities for consumers such as blogging, chatting, gaming, and messaging. The virtual space has helped this range of people involve to share posts or online reviews more quickly. Hence it is today believed online social networks are good platform for consumers to gather information and advice. All that a consumer shares as an opinion value add to the company’s reputation. Reputation is viewed as an asset. This value can be damaged when a consumer share negative reviews. It reduces the brand image of a company that promises to deliver high-quality products. The present study tries to fill the gap in the literature relating online product or service reviews in influencing the consumer buying behaviour. The objective of the study is to understand the parameters of review content on which consumer check online reviews before buying a product or service. To achieve the research objectives of the present study, a descriptive research design is used with primary data collection methodology through a structured questionnaire. The sample size for the study is 104. The analysis was conducted through mean, one sample t-test and correlations. The study identified that consumers view online reviews such as understanding quality of the product, product usage information, cost benefit of the product, information relevant to deals or discounts, and product information on warranty or guarantee or replacement details, Brand reputation among reviewers, Sales service availability for deciding to buy. It was observed that parameters of online review content influence the consumer’s decision to buy. Arndt, J. (1967) Role of product-related conversations in the diffusion of a new product. 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Dabholkar, P.  2006. “Factors Influencing Consumer Choice of a ‘Rating Web Site’:  An Experimental Investigation of an Online Interactive Decision Aid,” Journal of Marketing Theory and Practice (14:4), pp. 259-273.  Gopinath, S., P.K. Chintagunta, S. Venkataraman. 2013. Blogs, advertising and local-market movie boxoffice performance, Management Science (Articles in Advance) 1-20.    Hansen, T. (2005). Perspectives on Consumer Decision Making: an Integrated Approach. Journal of Consumer Behaviour, 4(6), 420–437.  J. A. Chevalier and D. 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The role of reviewer characteristics and temporal effects”, Information Technology & Management, vol. 9, no. 3, pp. 201-214. Nga N. Ho-Dac, Stephen J. Carson, and William L. Moore (2013). The effects of positive and negative online customer reviews: do brand strength and category maturity matter?   Journal of Marketing, American Marketing Association, preprint version. P. Chatterjee, (2000). “Online reviews: Do consumers use them?”, Advances in Consumer Research, vol. 28, no. 1, pp. 129-133  P. J. Sher and S. Lee, (2009). “Consumer skepticism and online reviews: An elaboration likelihood model perspective”, Social Behavior and Personality, vol. 37, no. 1, pp. 137-144.  P. Resnick, R. Zeckhauser, E. Friedman, K. Kuwabara (2000). “Reputation systems” Communications of the ACM, vol. 43, no. 12, pp. 45-48.  Pride, W. M., Ferrell, O. C. (2007). Foundations of Marketing (2nd ed.). Boston, MA: Houghton Miffin Company. Riegner C, (2007). Word of mouth on the web: The impact of web 2.0 on consumer purchase decisions, Journal of advertising research. VOL 47(4). 436-447. Shih Yung Chou (2012). Online Reviews and Pre-Purchase Cognitive Dissonance: A Theoretical Framework and Research Propositions, Journal of Emerging Trends in Computing and Information Sciences, VOL. 3, NO. 2. Sonnier, G.P., L. McAlister, O.J. Rutz, (2011). A dynamic model of the effect of online communications on firm sales. Marketing Science 30(4) 702-716.    Y. Chen and J. Xie (2008). “Online consumer review: wordof-mouth as a new element of marketing communication mix”, Management Science, vol. 54, no. 3, pp. 477-491. Zan Mo, Yan-Fei Li, Peng Fan (2015). Effect of Online Reviews on Consumer Purchase Behaviour, Journal of Service Science and Management, Vol: 8, 419-424. https://jbrmr.com/cdn/article_file/content_87473_17-07-22-07-32-40.pdf Prashant Devedi R. Sujatha Ruchi Pathak Online review review content buying behaviour 697749 84 9

289 https://jbrmr.com/details&cid=289 2017-07-22 Higher Education sector of any country plays a pivotal role in national development. If such a key sector is weak, there is every likelihood that research, development and innovation will be week. The purpose of this study was to examine the effects of quality culture on university performance. The hypothesis was developed based on the extant literature. Data were collected from Nigerian universities via a structured questionnaire survey using the entire census. Partial Least Squares (PLS) algorithm and bootstrap techniques were used to test the study’s hypothesis. The result revealed that quality culture had a significant positive effect on university performance. Based on the empirical evidence, quality culture is paramount to the success of university; therefore, universities should develop a good practice of quality culture for better performance. Improved university performance can address the problem of low-quality universities. The outcome of this study provides significant contributions to the literature. Aguillo, I. F., Bar-Ilan, J., Levene, M., & Ortega, J. L. (2010). Comparing university rankings. Scientometrics, 85(1), 243-256. Ahmed, H. O. K. (2015). Strategic approach for developing world-class Universities in Egypt. Journal of Education and Practice, 6(5), 125-145. Ali, M. H., & Musah, B. M. (2012). Investigation of Malaysian higher education quality culture and workforce performance. Quality Assurance in Education, 20(3), 289-309. Al-Otaibi, F. M. S. (2015). Role of exploratory factor analysis applicability of TQM practices on the items of quality culture in the kingdom of Saudi Arabia. International Journal of Business and Management, 10(1), 136-143. Altbach, P. G. (2004). Globalisation and the university: Myths and realities in an unequal world. Tertiary Education & Management, 10(1), 3-25. Altbach, P. G. (2009). Peripheries and centers: Research universities in developing countries. Asia Pacific Education Review, 10(1), 15-27. Altbach, P. G., & Balan, J. (2007). World class worldwide: Transforming research universities in Asia and Latin America. JHU Press Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411. Arulampalam, W., Naylor, R. A., & Smith, J. (2012). Am I missing something? The effects of absence from class on student performance. Economics of Education Review, 31(4), 363-375. Breakwell, G. M., & Tytherleigh, M. Y. (2010). University leaders and university performance in the United Kingdom: is it ‘who 'leads, or ‘where 'they lead     that matters most?. Higher  Education, 60(5), 491-506. Collins, F. L., & Ho, K. C. (2014). Globalising higher education and cities in Asia and the Pacific. Asia Pacific Viewpoint, 55(2), 127-131.  Deshpande, M. (2014). Entrepreneurship Approach to Higher Education Policy Aspects. Handbook of Research on Higher Education in the MENA Region: Policy and Practice: Policy and Practice, 148. Douglass, J. A. (2016, December 2). University leadership ‘poor’ quality, says higher education scholar. Times Higher Education. Retrieved from  https://www.timeshighereducation.com/news/university-leadership-poor-quality-says-higher-education-scholar. Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press. Gao, Z., Ye, J., & Huang, Y. (2012). Study on the Construction of Enterprise Quality Culture for Brand Strategy. iBusiness, 4(3), 260-264.  Gholami, R., Sulaiman, A. B., Ramayah, T., & Molla, A. (2013). Senior managers’ perception on green information systems (IS) adoption and environmental performance: Results from a field survey. Information & Management, 50(7), 431-438. Gillies, A. C. (2015). Tools to support the development of a quality culture in a learning organisation. The TQM Journal, 27(4), 471-482.  Hatakenaka, S. (2015). The role of higher education institutions in innovation and economic development. International Higher Education, (47). Hung, W. C., Ding, C. G., Wang, H. J., Lee, M. C., & Lin, C. P. (2015). Evaluating and comparing the university performance in knowledge utilization for patented inventions. Scientometrics, 102(2), 1269-1286. Irani, Z., Beskese, A., & Love, P. E. D. (2004). Total quality management and corporate culture: constructs of organisational excellence. Technovation, 24(8), 643-650. Jia, H., (2003). Enterprise quality culture construction and enterprise quality management, Journal of Engineering Quality, 46(10), 175-180. Jinhui Wu, S., Zhang, D., & Schroeder, R. G. (2011). Customization of quality practices: the impact of quality culture. International Journal of Quality and Reliability Management, 28(3), 263-279. Kabakchieva, D. (2013). Predicting student performance by using data mining methods for classification. Cybernetics and information technologies,13(1), 61-72. Karpinski, A. C., Kirschner, P. A., Ozer, I., Mellott, J. A., & Ochwo, P. (2013). An exploration of social networking site use, multitasking, and academic performance among United States and European university     students. Computers in Human Behavior, 29(3), 1182-1192. Kasim, R. S. R., & Noh, I. (2012). The impact of organisational innovativeness on     the performance of the university: An analysis among selected Malaysian private universities. in Innovation Management and Technology Research (ICIMTR), 2012 International Conference on (pp. 1-5). IEEE. Khattak, N. U. R. (2012). The contribution of education to economic growth: evidence from Pakistan. International Journal of Business and Social Science, 3(4), 145-151.  Koskei, R., Katwalo, A. M., & Asienga, I. (2015). Influence of Quality Culture on Performance of Research Institutions in Kenya. African Journal of Business & Economic Research, 10(1), 25-54.  Kostopoulos, G., Kotsiantis, S., & Pintelas, P. (2015). Predicting Student Performance in Distance Higher Education Using Semi-supervised     Techniques. In Model and Data Engineering (pp. 259-270). Springer International Publishing. Liu, L. M. (2000). On enterprise quality culture aesthetic evaluation, Journal of Metallurgical Standardization and Quality, 18 (1), 69-72 Luan, P. V. (2011, December 4). VIETNAM: Higher education quality poor, says minister. University World News. Retrieved from  http://www.universityworldnews.com/article.php?story=2011120222340    338 Luxbacher, G. (2013). World University Rankings: How much influence do they really have? The Guardian. Retrieved from http://www.theguardian.com Marginson, S., & Sawir, E. (2006). University leaders’ strategies in the global environment: A comparative study of Universitas Indonesia and the Australian National University. Higher Education, 52(2), 343-373. McCormack, J., Propper, C., & Smith, S. L. (2013). Herding cats? Management and university performance. The Economic Journal, 124 (August), F534–    F564.  Mpaata, A. K. (2010). University Competiveness through Quality assurance; The Challenging Battle for Intellectuals. Ning, H., (2008) Discussion on enterprise quality culture significance, Journal of Science and Technology Information, 5(18), 71-76. Popa, F. (2005). The culture of quality-the essential condition for the institutions involved in changing management. in International Conference on Management and Industrial Engineering (p. 306). Niculescu Publishing House. Ramayah, T., Lee, J. W. C., & In, J. B. C. (2011). Network collaboration and performance in the tourism sector. Service Business, 5(4), 411-428. Richardson, M., Abraham, C., & Bond, R. (2012). Psychological correlates of university students' academic performance: a systematic review and meta-analysis. Psychological bulletin, 138(2), 353. Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS 3. Boenningstedt: SmartPLS GmbH, http://www. smartpls. com. Salmi, J. (2009). The challenge of establishing world-class universities. World Bank. Salmi, J. (2015). To Be or Not to Be—A World-Class University?. International Higher Education, (80), 17-18.  Shin, J. C., & Jang, Y. S. (2013). World-class university in Korea: Proactive government, responsive university, and procrastinating academics. In institutionalization of world-class university in global competition (pp. 147-163). Springer Netherlands Shin, J. C., & Toutkoushian, R. K. (2011). The past, present, and future of university rankings, in University Rankings (pp. 1-16). Springer Netherlands. Wu, S. J. (2015). The impact of quality culture on quality management practices and performance in Chinese manufacturing firms. International Journal of Quality & Reliability Management, 32(8), 799-814. Yorke, M. (2000). Developing a quality culture in higher education. Tertiary Education and Management, 6(1), 19-36. Yusof, A., & Ali, J. (2000). Managing culture in organization. Malaysian Management Journal, 35(2), 60-65 https://jbrmr.com/cdn/article_file/content_31292_17-07-22-07-35-59.pdf Haim Hilman Ahmed Abubakar Narentheren Kaliappen Quality culture university ranking performance 582570 78 13

290 https://jbrmr.com/details&cid=290 2017-07-22 Loyalty Programmes are increasing in number and complexity in South Africa. The aim of this study was to establish how members of consumer loyalty programmes in the supermarket environment felt about the benefits that were offered by various programmes. It examined the possibility of the formation of relationships towards the retailer including customer loyalty. The qualitative study was operationalised through a number of focus groups directed at programme members. Information gained from this initial study contributed towards the construction of a quantitative questionnaire to be aimed at a larger audience on a national scale. The quantitative research found that participants exhibited different feelings towards the various forms of loyalty programme. Those offering tangible and immediate rewards were favoured, although this did not mean that other options were disregarded.  Results should also be of considerable interest to both academics and retailers who are considering offering a loyalty programme.   Acknowledgements “This work is based on the research supported in part by the National Research Foundation” of South Africa for the grant, Unique Grant No. 99287 and Unique Grant No: 98270. Any opinion, finding and conclusion or recommendation expressed in this material is that of the author(s) and the NRF does not accept any liability in this regard”. Aguillo, I. F., Bar-Ilan, J., Levene, M., & Ortega, J. L. (2010). Comparing university rankings. Scientometrics, 85(1), 243-256. Ahmed, H. O. K. (2015). Strategic approach for developing world-class Universities in Egypt. Journal of Education and Practice, 6(5), 125-145. Ali, M. H., & Musah, B. M. (2012). Investigation of Malaysian higher education quality culture and workforce performance. Quality Assurance in Education, 20(3), 289-309. Al-Otaibi, F. M. S. (2015). Role of exploratory factor analysis applicability of TQM practices on the items of quality culture in the kingdom of Saudi Arabia. International Journal of Business and Management, 10(1), 136-143. Altbach, P. G. (2004). Globalisation and the university: Myths and realities in an unequal world. Tertiary Education & Management, 10(1), 3-25. Altbach, P. G. (2009). Peripheries and centers: Research universities in developing countries. Asia Pacific Education Review, 10(1), 15-27. Altbach, P. G., & Balan, J. (2007). World class worldwide: Transforming research universities in Asia and Latin America. JHU Press Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411. Arulampalam, W., Naylor, R. A., & Smith, J. (2012). Am I missing something? The effects of absence from class on student performance. Economics of Education Review, 31(4), 363-375. Breakwell, G. M., & Tytherleigh, M. Y. (2010). University leaders and university performance in the United Kingdom: is it ‘who 'leads, or ‘where 'they lead     that matters most?. Higher  Education, 60(5), 491-506. Collins, F. L., & Ho, K. C. (2014). Globalising higher education and cities in Asia and the Pacific. Asia Pacific Viewpoint, 55(2), 127-131.  Deshpande, M. (2014). Entrepreneurship Approach to Higher Education Policy Aspects. Handbook of Research on Higher Education in the MENA Region: Policy and Practice: Policy and Practice, 148. Douglass, J. A. (2016, December 2). University leadership ‘poor’ quality, says higher education scholar. Times Higher Education. Retrieved from  https://www.timeshighereducation.com/news/university-leadership-poor-quality-says-higher-education-scholar. Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. 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291 https://jbrmr.com/details&cid=291 2017-07-22 This study examined the nature of linkages between the quality relationship, satisfaction and customer loyalty. Furthermore, trust, commitment and involvement of product categories also tested to see its effect on the relationship quality. This study was conducted in a business-to-business setting of loyalty supermarket suppliers in Indonesia. The researchers employed 265 respondents of SMEs suppliers of vegetable and fruit in the supermarket as the sample. This research used Structural Equation Modeling (SEM) to analysis the relationship. The results revealed that the relationship quality and satisfaction effect on loyalty. The overall goodness of fit statistics shows that the structural model fits the data well.  Anderson, J. C. and Gerbing, D.W. (1988), “Structural equation modelling in practice: a review and recommended two-step approach”,Psychological Bulletin, Vol.130 (3),pp. 411-23. Bagherzad, A.,Chavosh, A and Hosseinikhah, S. 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292 https://jbrmr.com/details&cid=292 2017-07-22 The aim of this study is to investigate the dynamic movement between sectoral indices in the Malaysian Stock Market and  the three macroeconomic variables, namely oil price (OP), gold price (GP), and exchange rate (ER) during the period 1995-2014. Using the Augmented Dickey-Fuller and Phillip Perron unit root test, the underlying series are tested as non-stationary at the level but stationary in first difference. The use of Johansen-Juselius (1990) Multivariate Cointegration and Vector Error Correction Model indicate that there is long run linkages between macroeconomic variable and sectoral indices specifically in Technology sector. Meanwhile, the analysis based on Vector Auto regression Model technique indicates that there are short run linkages between macroeconomic variable and sectoral indices namely Financial, Industrial, Consumer Product, Industrial Product, Properties and Trade and Service.  Asaolu, T. O., and Ogunmuyiwa, M. S. (2011). An econometric analysis of the impact of macroeconomic variables on stock market movement in Nigeria.Asian Journal of Business Management, 3(1), 72-78. Baur, D. G., and Lucey, B. M. (2010). Is gold a hedge or a safe haven? An analysis of stocks, bonds and gold.Financial Review, 45(2), 217-229. Fatima, T., and Bashir, A. (2014). Oil Price and Stock Market Fluctuations: Emerging Markets (A Comparative Study of Pakistan and China). International Review of Management and Business Research, 3(4), 1958-1976. Fedorova, E. A., and Pankratov, K. A. (2010). Influence of macroeconomic factors on the Russian stock market. Studies on Russian Economic Development, 21(2), 165-168. Gencer, H. G., and Demiralay, S. (2014). Shock and Volatility Spillovers between Oil Prices and Turkish Sector Returns.International Journal of Economics and Finance, 6(2), 174-180. Hosseini, S. M., Ahmad, Z., and Lai, Y. W. (2011).The role of macroeconomic variables on stock market index in China and India. International Journal of Economics and Finance, 3(6), 233-243. Ibrahim, M. H. (2000). Cointegration and Granger Causality Tests of Stock Price and Exchange Rate Interactions in Malaysia, ASEAN Economic Bulletin, 17, 1: 36-47. Jaafar, P., & Ismail, A. (2009).Dynamic relationship between sector-specific indices and macroeconomic fundamentals, Malaysian Accounting Review, 8(1), 81-100. Joshi, P., and Giri, A. K. (2013). An empirical analysis of the linkages between stock market indices and macro-economic variables: Evidences from India. International Academic Research Journal of Economics and Finance, 2(1), 17-24. Kalyanaraman, L., and Al Tuwajri, B. (2014). Macroeconomic forces and stock prices: some empirical evidence from Saudi Arabia. International Journal of Financial Research, 5(1), p81. Khan, M. N., andZaman, S. (2011). Impact of Macroeconomic Variables on Stock Prices: Empirical Evidence from Karachi Stock Exchange, Pakistan. International Journal of Operational Management, Marketing and Services, 1(1), 78-84. Masih, R., Peters, S., and De Mello, L. (2011). Oil price volatility and stock price fluctuations in an emerging market: evidence from South Korea. Energy Economics, 33(5), 975-986. Maysami, R. C., Howe, L. C., andHamzah, M. A. (2004). Linkages between macroeconomic variables and stock market indices: cointegration evidence from stock exchange of Singapore’s all-S sector indices. JurnalPengurusan, 24(1), 47-77. Mohamed, S., Ali, A., Azman, K. and Abdullah, N. (2011). Malaysian Sectoral Indices VS Macroeconomic Factors, Any Correlation?: Evidence From Malaysia, International Proceedings of Economics Development and Research, 4, 493-497. Park, J., and Ratti, R. A. (2008).Oil price shocks and stock markets in the US and 13 European countries.Energy Economics, 30(5), 2587-2608. Phylaktis, Kate, Ravazzolo and Fabiola (2005). Stock Prices and Exchange Rate Dynamics, Journal of International Money and Finance, 24: 1031-1053. Singh, G. (2015). The Linkages Between Exchange Rate and Stock Price in India: An Empirical Study. IUP Journal of Financial Risk Management, 12(2), 18-29. Wongbangpo, P., and Sharma, S. C. (2002). Stock market and macroeconomic fundamental dynamic interactions: ASEAN-5 countries. Journal of Asian Economics, 13(1), 27-51. Zhao, H. (2010). Dynamic linkages between exchange rate and stock price: Evidence from China. Research in International Business and Finance, 24(2), 103-112. https://jbrmr.com/cdn/article_file/content_51008_17-07-22-08-26-46.pdf Jaafar Pyeman Ismail Ahmad Vector Error Correction Model Vector Auto regression Model Macroeconomic Variable Sectoral Indices 606208 61 2

293 https://jbrmr.com/details&cid=293 2017-07-22 The prevalent and negative impact of knowledge hiding behaviour among employees has called the attention of both practitioners and researchers to begin investigations on its causes, and other factors that influence it on both the targets and perpetrators. Some of the possible suggested antecedents of knowledge hiding studied include trust, job characteristic, organisational culture, and workplace environment. Despite these studies, few have attempted to investigate the influence of leadership, particularly, transformational leadership on knowledge hiding. Previous studies also indicated conflicting results, and the mechanisms through which transformational leadership influences knowledge hiding are not adequately addressed. Therefore, mediator variable is suggested. Hence, this paper proposes knowledge psychological ownership as a potential mediator on the relationship between transformational leadership and knowledge hiding behaviour of an employee in the organization. We hereby argue that transformational leadership through knowledge psychological ownership will influence employees to refrain from the knowledge hiding behaviour that may negatively affect the organisation and encourage knowledge sharing to improve the performance of the organization. Akpotu, C., & Tamunosiki-Amadi, J. (2013). Transformational Leadership and Knowledge Sharing in ICT Based Organizations in Nigeria. International Journal of Business and Social Science, 4(12), 100–107.  Alegre, J., Sengupta, K., & Lapiedra, R. (2011). Knowledge management and innovation performance in a high-tech SMEs industry. International Small Business Journal, 31(4), 454–470.  Argote, L., & Ingram, P. (2000). Knowledge Transfer: A Basis for Competitive Advantage in Firms. 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The Motivational Effects of Charismatic Leadership: A Self-Concept Based Theory The Motivational Effects of Charismatic Leadership: A Self-Concept Based Theory*. Source: Organization Science Organization Science, 4(4), 577–594.  Sigala, M., & Chalkiti, K. (2015). Knowledge management, social media and employee creativity. International Journal of Hospitality Management, 45, 44–58.  Webster, J., Brown, G., Zweig, D., Connelly, C. E., Brodt, S., & Sitkin, S. (2008). Beyond knowledge sharing: Withholding knowledge at work. Research in Personnel and Human Resources Management, 27(08), 1–37.  Xinyan, Z., Xin, Z. (1986). Moderating effects of organizational justice to knowledge-based psychological ownership and knowledge sharing. 8th International Conference on Innovation & Management, 875-879 https://jbrmr.com/cdn/article_file/content_55706_17-08-01-09-10-41.pdf Sahnun Ladan Norani Binti Nordin Belal, H. M Transformational leadership knowledge based psychological ownership knowledge hiding 845035 71 26

294 https://jbrmr.com/details&cid=294 2017-07-22 The majority of companies listed on IDX are family companies, which have several advantages and disadvantages that affect firm performance. The results of previous studies on the influence of family firms are still inconsistent. This study aims at determining the effect of family control as measured by family ownership and family involvement on the corporate performance; and describing the influence of internal control as performed by independent commissioner and audit committee on the performance of family firms with the control variables are firm size and firm age. The population of this study was all family companies listed on the Indonesia Stock Exchange (IDX). Meanwhile, the sample used was purposive sampling. There were 76 companies from the entire family companies listed on the Indonesian Stock Exchange (IDX) from 2010 to 2014 which met the criteria so that the overall observed data were 380. The analysis tool used was a multiple linear regression. The results show that partially, family ownership, independent commissioner and the control variables, firm size and age, have a positive and significant impact on the firm performance. On the other hand, respectively, family involvement and audit committee have a significantly negative and insignificantly negative impact on the performance of the company. Abor, J. and Biekpe, N., 2007. Corporate governance, ownership structure and performance of SMEs in Ghana: implications for financing opportunities. Corporate Governance: the international journal of business in society, 7(3), pp.288-300. Anderson, R.C. and Reeb, D.M., 2003. Founding‐family ownership and firm performance: evidence from the S&P 500.The journal of finance,58(3), pp.1301-1328. Demsetz, H. and Lehn, K., 1985. The structure of corporate ownership: Causes and consequences. Journal of political economy, 93(6), pp.1155-1177. Dyanty, V., Utama, S., Rossieta, H. and Veronica, S., 2012. The effect of controlling ownership to the related party transaction. Paper of National Accounting Symposium SNA XV. Farida, Y.N., Prasetyo, Y. and Herwiyanti, E., 2010. The influence of corporate governance implementations towards earnings management of banking industries listed in Indonesia Stock Exchange over the period 2005-2007.Journal of Business and Accounting,12(2), pp.69-80. Giovannini, R., 2010. Corporate governance, family ownership and performance. Journal of Management and Governance, 14(2), pp. 145-166. Hofstede, G., 2003. Culture’s Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations.  Sage Publications. Hundal, S., 2013. Independence, Expertise and Experience of Audit Committees: Some Aspects of Indian Corporate Sector. American International Journal of Social Science, 2 (5). Jaggi, B. and Gul, F.A., 1999. An analysis of joint effects of investment opportunity set, free cash flows and size on corporate debt policy. Review of Quantitative Finance and Accounting,12(4), pp.371-381. Lee, J., 2006. Family firm performance: Further evidence. Family business review,19(2), pp.103-114. Memom, M.A. and Tahir, T.M., 2012. Performance analysis of manufacturing companies in Pakistan. Business Management Dynamics,1(7), pp.12-21. Martínez, J.I., Stöhr, B.S. and Quiroga, B.F., 2007. Family ownership and firm performance: Evidence from public companies in Chile. Family Business Review, 20(2), pp.83-94. Pathan, S., Skully, M. and Wickramanayake, J., 2007. Board size, independence and performance: an analysis of Thai banks. Asia-Pacific Financial Markets,14(3), pp.211-227. Prabowo, M. and J. Simpson, 2011. Independent directors and firm performance in family controlled firms: evidence from Indonesia. Asian‐Pacific Economic Literature, 25(1), pp.121-132. Sanjaya, I.P.S., 2013. Family as The Ultimate Ownership Affects to Firm Performance. Sustainable Competitive Advantage (SCA),2(1). Shleifer, A. and Vishny, R.W., 1986. Large shareholders and corporate control.The Journal of Political Economy, pp.461-488. Villalonga, B. and Amit, R., 2006. How do family ownership, control and management affect firm value?.Journal of financial Economics,80(2), pp.385-417. Ziaee, M., 2014. The effect of audit quality on the performance of listed companies in Tehran Stock Exchange. International Letters of Social and Humanistic Sciences, (21), pp.36-43. https://jbrmr.com/cdn/article_file/content_29361_17-07-22-08-52-52.pdf Danies Pradana Yudha Arif Singapurwoko Family control internal control firm performance 8514433 81 2

295 https://jbrmr.com/details&cid=295 2017-07-22 The majority of companies listed on IDX are family companies, which have several advantages and disadvantages that affect firm performance. The results of previous studies on the influence of family firms are still inconsistent. This study aims at determining the effect of family control as measured by family ownership and family involvement on the corporate performance; and describing the influence of internal control as performed by independent commissioner and audit committee on the performance of family firms with the control variables are firm size and firm age. The population of this study was all family companies listed on the Indonesia Stock Exchange (IDX). Meanwhile, the sample used was purposive sampling. There were 76 companies from the entire family companies listed on the Indonesian Stock Exchange (IDX) from 2010 to 2014 which met the criteria so that the overall observed data were 380. The analysis tool used was a multiple linear regression. The results show that partially, family ownership, independent commissioner and the control variables, firm size and age, have a positive and significant impact on the firm performance. On the other hand, respectively, family involvement and audit committee have a significantly negative and insignificantly negative impact on the performance of the company. Acts Online. 2013. Companies Act, 1973 (Act No. 61 of 1973). [Online] Available from:  http://www.acts.co.za/companies-act-1973/index.html. [Accessed: 2016-02-19].  Agwa-Ejon, J.& Mbohwa, C. 2015. Financial challenges faced by SMMES in Gauteng South Africa. International association for management of technology. IAMOT 2015 conference proceedings. P520-534. Bank Seta. Nd. Small and Micro-enterprises (SMEs). [Online] Available from:  http://www.bankseta.org.za/downloads/Small_and_Micro_Enterprises_Brochure.pdf. [Downloaded: 2016-02-02].  Bureau of Economic research Report. The small, medium and Micro Enterprise sector of SA. Research note 2016: No 1. January 2016. Commissioned Research Project. Business events: Essential tips for SMEs. Not dated. Business events: Essential tips for SMEs. [Online] Available from:  www.gevme.com/blog/business-events-essential-tips-for-smes/. [Accessed:2016-11-09]. Business Partners Limited. 2013. SMEs: be aware of necessary legal compliance needs to avoid costly lawsuits. [Online] Available from:  http://www.businesspartners.co.za/media-room/posts/smes-aware-necessary-legal-compliance-needs-avoid-costly-lawsuits-1479/. [Accessed: 2016-02-19].  Department of Small Business Development. 2015. Minister Lindiwe Zulu: Small Business Development Dept. Budget Vote 2015/16. [Online] Available from: http://www.gov.za/speeches/minister-lindiwe-zulu-small-business-development-dept-budget-vote-201516-20-may-2015-0000 [Accessed: 2016-01-02]. Entrepreneur’ toolkit. 2009. Small, micro and medium enterprises in South Africa. 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[Accessed: 2016-01-31].  Organisation for Economic Co-operation and Development (OECD). 2005. Glossary of statistical terms. [Online] Available from: https://stats.oecd.org/glossary/detail.asp?ID=3123. [Accessed: 2016-02-02]. Sanews.gov.za. 2014. More needs to be done for SMMEs. Thabethe. [Online] Available from:  http://www.sanews.gov.za/south-africa/more-needs-be-done-smmes-thabethe. [Accessed: 2016-01-31].  Seda. Nd. Who are we? [Online] Available from:  http://www.seda.org.za/AboutSEDA/Pages/WhoweAre.aspx. [Accessed: 2016-02-09].  Small business Academy research division. 2014. Khayelitsha small business project – Needs and challenges of small businesses in Khayelitsha. SouthAfrica.info. No date. Boosting small businesses. [Online] Available from:  http://www.southafrica.info/business/trends/newbusiness/smallbusiness.htm#.VsWx7fl97IU [Accessed 17 February 2016]. Staff writer. 2013. What SA’s SME landscape looks like. 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296 https://jbrmr.com/details&cid=296 2017-07-22 The absorptive capacity of the craftsmen in Small Crafts Industry (SCI) to identify new value, and then assimilate and apply it for commercial purposes and win the competition is very necessary to study. This is based on observation that the absorptive capacity of the SCI is relatively low, which leads to lower competitiveness. Around 21 (twenty one) SCI in Gianyar, Bali Province, change their business into other businesses due to being unable to compete in the crafts industry and their absorptive capacity to assimilate and apply new values and new technologies is considered low. This research aims to (1) develop the proposition concept of the influence of creative leadership towards absorptive capacity; (2) attest to the influence of the knowledge-sharing on the absorptive capacity; (3) attest to the influence of creative leadership towards knowledge sharing, and; (4) develop the concept of mediating role of knowledge sharing over the influence of creative leadership against absorptive capacity. The study was done in Gianyar Regency, with a sample of 90 Small Industry Craftsmen (SCI) in 7 (seven) subdistricts. The analysis tool used was the Partial Least Square (PLS). This research identified that the proposition which states that creative leadership influences absorptive capacity is proven positive and significant. Knowledge sharing gives a positive and significant effect on the absorptive capacity. 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Knowledge Sharing, Absorptive Capacity and Innovation Capabilities:An Empirical Study on Small and Medium Enterprises in North Sulawesi, Indonesia. Gadjah Mada International Journal of Business. Vol. 15 (1): 61—78. Zahra, Shaker, A. dan George, Gerard. 2002.  Absorptive Capacity: A Review, Reconceptualization, and Extension.   The Academy of Management Review. Vol. 27 (2): 185—203.   Zhang, Xiaomeng and Bartol, Kathryn M.2010. Linking Empowering Leadership And Employee Creativity: The Influenceof Psychological Empowerment, Intrinsic Motivation, and Creative Process Engagement Academy of Management Journal, Vol. 53, No. 1, pg.107–128. https://jbrmr.com/cdn/article_file/content_50034_17-07-22-09-04-09.pdf Wayan Gede Supartha Ida Ayu Dewi Kumala Ratih Absorptive capacity creative leadership knowledge sharing small crafts industry 595324 69 1

297 https://jbrmr.com/details&cid=297 2017-07-22 The Research is all about knowing the customers acquiring top of mind recall about doughnut retail outlets in Bangalore city, India through various methods. Once the brand is established in the minds of the consumers, it occupies a unique position and special meaning and value is generated. Brand awareness is the consumer’s conscious or unconscious decision, expressed through intention or behavior, to repurchase a brand continually. In order to create brand loyalty, advertisers must break consumer habits, help them to acquire new habits and reinforce those habits by reminding consumers of their purchase and encourage them to continue purchasing those products in the future. ‘Generation Y’ refers to customers millennial, the generation of people born during the 1980s and early 2000s.  ‘Generation Y’ consumer's access social media on daily basis but they often ignore advertisements that are targeted to them. The previous research works on’ Generation Y’ customers emphasize that marketers must focus on social media marketing to draw the attention of these customers. Determining the brand awareness of ‘Generation Y’ customers was considered, in order to know the present level of awareness about the doughnut brands, increase the customer traffic and sales as ‘Generation Y’ customers are the target customers for doughnut retail outlets. Drake-Bridges, E. and Burgess, B. (2010). Personal preferences of tween shoppers. Journal of Fashion Marketing and Management, 14(4), 624-633. Hoyer, W. D., & Brown, S.P. (1990, September 1990). Journal of Consumer Research . Kumar, Swaminathan, & Srinivasan (2005). Two Different Faces of Coupon Elasticity. Journal of Retailing , 81 (1), 1-13. Lester, D.H., Forman, A.M. and Loyd, D. (2005). Internet shopping behavior of college students. Services Marketing Quarterly, 27 (2), 123-138 Malik, M. A. (2013, May). International Journal of Business and Social Science . Rossiter, J. (2014, Nov). Brand Management. Schmitt, B. H., & Geus, P. (2006). Periodical of Product & Brand Management . Vasudevan, M., Senthilkumar, V., & Sasikumar, K. (2013). Marketing Mix: A Review on the ‘P’s of marketing. International Journal of Research in Commerce, IT & Management ,      3 (9), 37-39. Yoganandan, G., & Prabhukumar, G. (2015). Consumer buying behaviour towards books in Erode city. International Journal of Research , 2 (1), 609-614. Yoganandan, G., Saravanan, R., & Ruby, N. (2013). A study on households' consumption pattern of Aavin milk in Erode district. International Journal of Research in Commerce Economics and Management , 3 (7), 6-10. Yoganandan, G., Saravanan, R., & Ruby, N. (2013). A Study on Online Shopping Behaviour of teachers working in self-financing colleges in Namakkal district with special reference to K.S.R College of Arts and Science, Tiruchengode. International Journal of Research in Commerce Economics and Management , 3 (6), 31-38. https://jbrmr.com/cdn/article_file/content_44854_17-07-22-09-06-58.pdf M.Vasudevan V.M.Senthilkumar Recall Generation Y Social Media Customer Traffic 40747118 102 1

298 https://jbrmr.com/details&cid=298 2017-07-22 Most of organizations use much of their focus and attention to solve problems, difficulties and weaknesses in their systems and processes to increase productivity and consequently to achieve sustainable competitive advantage in the global business arena. Organizations spend lots of time and resources to plan and develop their strategies; however most of them fail in the implementation of the strategy. Organizations try to achieve success through integrated performance of processes and technology to respond to the needs of their customers. Nowadays, application of Lean Six Sigma methodology is so applicable for organizations that operate in the competitive world. The importance of implementing the Lean Six Sigma in an organization is that the considered problem or process be discovered properly and selection of process beat the direction of organization's goals. In this way, organization can be targeted to take steps towards continuous improvement by improving the process performance. The purpose of this research is choosing a strategic process through the Ghavamin Bank accounting group processes to improve the performance through application of Lean Six Sigma methodology. For this purpose, for selection of the process, first the criteria for choosing a strategic process were identified through six main measures of Balanced Scorecard and also by using the expert opinions. Consequently, information related to accounting group processes were collected through a database of Ghavamin Bank different units as well as interviews with Bank experts.Finally, using cross efficiency data envelopment analysis model, the performances of the processes were evaluated. The results showed that the process No. 18 ranked at the first place and it was introduced as the bank's strategic process to make continuous improvement in the Lean Six Sigma methodology. Kaplan, Robert S. Norton, David P. 2004. Strategy-focused organization. Translated by Bakhtiyari, P. First edition, Tehran: Management industry organization. Rezaee, Gh.,AghaSeyedHosseini, S.M. 2011. Twelve Steps to develop and implement a Balanced Scorecard and determining the performance indicators. First Edition.Bergapublication, Tehran, Iran. Byrne, G. Lubowe, D. Blitz, A.2007. Using a Lean Six Sigma approach to drive innovation. Journal of Strategy and Leadership,35(2):5-10. Charnes, A., Cooper, W., Rhodes, E. 1978. Measuring the efficiency of decision making units. European Journal of Operational Research, 2:429–444. Kwak, Y.H. Anbari, F.T. 2004.Benefits, obstacles and future of six sigma approach. Tec novation,20:1-8. Liang, L., Wu, J.,Cook, W.,Zhu, J. 2008. Alternative secondary goals in DEA cross efficiency evaluation. International Journal of Production Economics, 36:1025-1030. Ehrgott,M. 2000.Multicriteria Optimization. Volume 491:LectureNotes inEconomics and Mathematical Systems, Springer-Verlag, Berlin. Moeini, M., Karimi, B., Khorram, E. 2015.A Cross-Efficiency Approach for Evaluating Decision Making Units in Presence of Undesirable Outputs. In book: Modelling, Computation and Optimization in Information Systems and Management Sciences, Springer:487-498. Shah, R., Chandrasekaran,A., Linderman, K. 2008.In pursuit of implementation patterns: The context of Lean and Six Sigma. International Journal of Production Research,46(23):6679-6699. Sexton, T.R., Silkman, R.H., Hogan, A.J.1986. Data envelopmentanalysis: Critique and extensions. In: Silkman, R.H.(Ed.), of Data Measuring Efficiency: An Assessment EnvelopmentAnalysis, 32,Jossey-Bass, San Francisco: 73–105. Cook, W., Seiford, L. M. 2009. Data envelopment analysis (DEA): Thirty years on. European Journal of Operational Research, 34:1-17. Wang, F.K., Chen, K.SH. 2010. Applying Lean Six Sigma and TRIZ methodology in banking services. Total Quality Management,21(3):301–315. Rodder, W., Reucher, E. 2012.Advanced x-efficiencies for CCR and BCC models: towards peer-based DEA controlling. European Journal of Operational Research 37:467-476.  Rodder, W., Reucher, E. 2011.A consensual peer-based DEA-model with optimized cross-efficiencies: input allocation instead of radial reduction. European Journal of Operational Research, 36:148-154. https://jbrmr.com/cdn/article_file/content_51320_17-07-22-09-10-26.pdf Ardeshir Bazrkar Soleyman Iranzadeh Process Balanced scorecard Data envelopment analysis cross efficiency Goal programming Lean Six Sigma. 591474 62 5

299 https://jbrmr.com/details&cid=299 2017-07-22 This research purpose is to test and analyze the influence of: 1) people equity, VRIN resources, innovation capability towards SMEs performance; 2) social capital and people equity toward innovation capability; 3) social capital towards people equity; and 4) social capital towards VRIN resources. The population in this research is all group produces of small and medium enterprises (SMEs) in Kasongan Clay Crafts Centers which is the biggest one in Indonesia, located on Bantul Regency, Province of Daerah Istimewa Yogyakarta (DIY). The sampling technique that is used in this research is purposive sampling with amount of sample 237 SMEs. Whereas, statistic technique used in this research is Partial Least Square. Conclusion of this research is: 1) people equity, VRIN resources, and innovation capability have a significant positive result toward innovation capability; 2) social capital and people equity have a significant positive result toward innovation capability; 3) social capital has a significant positive result towards People Equity; 4) social capital has a significant positive result towards VRIN Resources. 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Jurnal of Management, Vol 17. No 1 p.99-120. BeckerB. E., Huselid M.A., Ulrich D., 2001, The HR Scorecard. Linking People, Strategy and Performance, Harvard Business Scholl Press, USA.  Bukhamsin M, 2015, Investigating the Relationship between Organizational Innovation Capability and Firm Performance with Irish SMEs, Dissertation submitted in partial fulfilment of the requirements of Dublin Institute of Technology for the degree of MSc in Computing(Information and knowledge Management). Pages  4http://arrow.dit.ie/cgi/viewcontent.cgi?article=1063&context=scschcomdis.  Caloghirou Y., Kastelli I., Tsakanikas A, 2004,  Internal capabilities and external knowledge sources: complements or substitutes for innovative performance?. Technovation, 24(1), 29-39. ClulowV., Barry C., Gerstman J., 2007,  The Resouce-Based View and Value: TheCustomer-Based View of the Firm,Journalof European Industrial Training, Vol. 31, No.1. p. 19 – 35. Collins, C. J., Clark, K. D., 2003, Strategic human resource practices, top management team social networks, and firm performance: The role of human resource practices in creating organizational competitive advantage, Academy of management Journal, 46(6), 740-751. Felício, J. A., Cuoto E., Caiado, J., 2014, "Human capital, social capital and organizational performance", Management Decision, Vol. 52 Issue. 2, pp.350 – 364.  Fu, N., 2013, Exploring the impact of high performance work systems in professional service firms: A practices-resources-uses-performance approach. Consulting Psychology Journal: Practice and Research, 65(3), 240-257. Gunadi A.B, 2011, Social Networks and Innovation (Handicraft Industry in Bantul, Yogyakarta), Munich Personal RePEc Archive (MPRA) Paper No. 28032, posted 10. January 2011 21:01 UTC. Online at  https://mpra.ub.uni-muenchen.de/28032/pages.17. KemperJ., SchilkeO., BrettelM., 2013, Social capital as a microlevel origin of organizational capabilities. Journal of Product Innovation Management, 30(3), 589-603. Kim H., Park, Y, 2010, The effects of open innovation activity on performance of SMEs: The case of Korea. International Journal of Technology Management, 52(3/4), 236-256. Miller S., 2015, "Social Capital and Alignment Between Business and IS - A Deep Dive Into the Impact of Trust" (2015). UK Academy for Information Systems Conference Proceedings 2015. Paper 24.htpp://aisel.aisnet.org/ukais2015/24.  Miraza Z., 2015, Dampak Sumber Daya VRIN terhadap Keunggulan Bersaing dan Kinerja (Studi pada UKM di Medan), Jurnal Manajemen dan Organisasi, Vol VI, No 2. pp 91-102.  Muafi., 2012,  Pola Hubungan Inovasi Organisasi, People Equity Dan Kinerja UKM. Ekuitas, Vol.16, No.2, Jurnal Ekonomi dan Keuangan,. ISSN 1411-0393 Publisher: STIESIA Surabaya. hal.231-244. Muafi., 2015, Green IT Empowerment, Social Capital, Creativity and Innovation: A Case Study of Creative City, Bantul, Yogyakarta, Indonesia, Journal of Industrial Engineering and Management, Vol. 8, No. 3, p. 719-737.  Muafi., 2016, The role of robust business model in ensuring external fit and its impact on firms in social performance, Actual Problems of Economics, No.4 (178), p. 257-264.  Muafi., Roostika, R., Wijayani, A and Poerwanto, M.E., 2016, Strategic Role Of Women In Chrysanthemum-Based Engineering Design On Disaster Affected Areas, International Journal of Business and Society, Vol. 17 No. 3, 2016, 413-428.  Muafi., 2017, Is there a relationship pattern between small medium enterprise strategies with performance in technology business incubator?, International Journal of Public Sector Performance Management, Vol. 3, No. 1, p. 18-39.  Pina M., 2011, Obtaining competitive advantages based on specific resources and capabilities. The case of Corticeira Amorim (Doctoral dissertation, Universidade Católica Portuguesa). Rosenbusch N., BrinckmannJ., BauschA., 2011, Is innovation always beneficial? A meta-analysis of the relationship between innovation and performance in SMEs. Journal of business Venturing, 26(4), 441-457. Roxas Hernan., Chadee D., 2011, A Resource-Based View Of Small Export Firms' Social Capital In A Southeast Asian Country. Asian Academy Of Management Journal, Vol.16, No. 2, 1–28, July 2011 © Asian Academy Of Management and Penerbit Universiti Sains Malaysia. Schiemann W. A., 2011, Alignment, Capability, Engagement. Pendekatan Baru Talent Management untuk Mendongkrak Kinerja Organisasi PPM Jakarta Cetakan 1.  Schiemann W.A., Seibert J.H.,2013. Optimizing Human Capital Moving Beyond Engagement. 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X., Xie X. M., Tam, C. M., 2010, Relationship between cooperation networks and innovation performance of SMEs, Technovation, 30(3), 181-194. http://www.medanbisnisdaily.com/news/read/2016/08/29/254075/ekspor-gerabah-kasongan-menurun/#.WKz3SjnDqKE, akses 21 Februari 2017 https://jbrmr.com/cdn/article_file/content_19997_17-07-22-09-14-55.pdf Awan Kostrad Diharto Budiyanto Muafi People Equity VRIN resources social capital innovation capability SMEs performances. 594620 79 5

300 https://jbrmr.com/details&cid=300 2017-07-22 This research is built by using the basic of cognitive misfit theory (Chan 1996) which explains that the incompatibility between individuals cognitive style in problem solving and work demands will cause a decrease in performance. The previous research shown that cognitive style can affect the performance in variety of assessment methods (Au 1997) but up until now, not clear, however, is the impact of cognitive style on a student’s accounting task performance. Besides, this research proposes that diminished performance will occur when there is incongruence between a student’s cognitive style and the cognitive demands of an accounting task. This research used an experimental method, and examined for 60 students using a 2x2 between subjects experimental design. The result of this study shows that student’s cognitive style will have no direct impact on his/her accounting task performance, and student’s problem solving ability is directly related to his/her accounting task performance, but the effect of cognitive misfit not impacted performance on accounting task. Au, A. K. 1997. Cognitive style as a factor influencing performance of business students across various assessment techniques. Journal of Managerial Psychology 12 (3/4): 243. Ausburn, Lynna J. and Floyd J. Ausburn. 1978. Cognitive Styles: Some Information and Implications for Instructional Design. ECTJ December 1978, Volume 26, Issues 4, pp 337-354. Chan, D. 1996. Cognitive misfit of problem-solving style at work: A facet of person-organization fit. Organizational Behavior and Human Decision Processes 68 (3): 194-207. Damai Nasution dan Supriyadi. 2007. Pengaruh Urutan Bukti, Gaya Kognitif, dan Personalitas Terhadap Proses Revisi Keyakinan. Simposium Nasional Akuntansi X. Makassar. 26-28 Juli 2007. Duff, A. 1997. The reliability and predictive validity of the Learning Styles Questionnaire and the Inventory of Learning Processes. Accounting Education: An International Journal 6: 263-272. Felder, R. 1993. Reaching the second-tier: Learning and teaching styles in college science education. Journal of College Science Teaching 23 (5): 286-290. Felder, R., and L. Silverman. 1988. Learning and teaching styles in engineering education. Engineering Education 78 (7): 674-681. Fuller, L. R., and S. E. Kaplan. 2004. A note about the effect of auditor cognitive style on task performance. Behavioral Research in Accounting 16: 131-143. Honn, Darla D. and Ugrin, Joseph C. 2012. The effect of cognitive misfit on students accounting. Issues In Accounting Education Vol.27 No.4: 979-998. Ho, J. L., and W. Rodgers. 1993. A review of accounting research on cognitive characteristics. Journal of Accounting Literature 12: 101-130. Keefe, James W. 1987. Learning Style: Theory and Practice. Reston: National Association of Secondary Principals. Kogan, N. 1973. Creativity and Cognitive Styles: A Lifespan Perspective. Edited by Baltes, P. B., and K. W. Schaie. New York, NY: Academic Press. Ott, R. L., M. H. Mann, and C. T. Moores. 1990. An empirical investigation into the interactive effects of student personality traits and method of instruction (lecture or CAI) on student performance in elementary accounting. Journal of Accounting Education 8 (1): 17-35. Schmeck, R. 1988. Learning Strategies and Styles. New York, NY: Plenum Press. http://putuartayasa.blogspot.com/2011/05/regresi-berganda-ancova.html https://jbrmr.com/cdn/article_file/content_17846_17-07-22-09-20-37.pdf Lidya Agustina Meyliana Meyliana Se Tin Se Tin Cognitive Style Cognitive Strategy Cognitive Misfit Accounting Task Performance. 586026 58 4

301 https://jbrmr.com/details&cid=301 2017-07-22 Conventional organisations are continuously and increasingly becoming more complex and turbulent and there is a need for an alternative conception of strategy-making to assist them. Several strategy formulation approaches have surfaced over the years and a few have been utilised.  Conventional strategy-making has been assumed to be a decision process involving a Chief Executive Officer (CEO) followed by subsequent implementation. Research in strategy started with an interest in a single actor focusing on the characteristics and choices of top management disregarding the messiness of the process. Starting from the 1970’s, we review systematic studies that contrast the perspectives approach to strategy where the metaphor of a "messier emergent process” is preferred.  Thus, Mintzberg (1978), Grant (2003), Mason (2007) and Bodhanya (2011) view strategy-making within organisations as operating within the context of dynamical systems. We argue that for organisations to achieve organisational success in today’s turbulent and complex environment, a different approach, dissimilar to traditional conventional organisations which has proved to be incapable and unsuitable in designing strategies that are able to address complex problems in real world situations, is required.  At the same time, for strategies to enjoy the full support of middle managers and employees, remain competitive, relevant and successful in implementation in their local complex, turbulent environment, there is a dire need to adopt different ways of formulating strategy in their organisations. This paper proposes a different theoretical perspective of managing complex, turbulent environment organisation through the Complex Adaptive Systems (CAS) approach. Acknowledgement The authors would like to thank the University of KwaZulu Natal for funding this publication. Akgün, A. E., Keskin, H., Byrne, J. C., Ilhan, Ö.Ö. (2014). 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DOI: 10.1109/KAM.2008.57 https://jbrmr.com/cdn/article_file/content_40425_17-07-22-09-27-30.pdf Sthandiwe Mthuli Shamim Bodhanya Nafiisa Sobratee Strategy-making organisational success emergent behaviour Complex Adaptive Systems leadership 599623 70 3

302 https://jbrmr.com/details&cid=302 2017-07-22 This study investigates whether environmental munificence directly and indirectly predicts the relationship between differentiation strategy and performance. A total of 83 managers from hotels in Kano state were participated. A questionnaire was administered to collect information on socio-demographics and on differentiation strategy, environmental munificence, and performance. Results revealed that differentiation strategy, environmental munificence was positively associated with performance. Environmental munificence fully moderates the relationships of differentiation strategy and performance. This article, apart from its contribution to the business strategy research, has meaningful implications for managers and policy-makers, the future research directions are discussed. Allen, R.S. & Helms, M.M. 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(1997).  Dynamic capabilities and strategic management,     Strategic Management Journal, 17, 509-533. Teece, D.J. (2014). A dynamic capabilities-based entrepreneurial theory of the multinational     enterprise, Journal of International Business Studies, 45, 8-37. Teeratansirikool, L., Siengthai, S., Badir, Y.,  & Charoenngam,  C. (2013). Competitive strategies and firm performance: the mediating role of     performance measurement, International Journal of Productivity and     Performance Management, 62(2), 168 – 184. Tourist Report: The business hotel industry in selected East and West African countries, May 2012. Retrieved from www.idc.co.za/images/content/tourism_report_2012. Yuliansah, Y., Rammal, H. G., & Rose, E. (2016). Business strategy and performance in     Indonesia’s service sector.  Journal of Asia Business Studies, 10(2), 164 – 182. Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2010). Business research     methods.Canada: South-Western, Cengage Learning. https://jbrmr.com/cdn/article_file/content_28818_17-07-22-09-31-26.pdf Abdullahi Hassan Gorondutse Haim Hilman Differentiation strategy Environmental Munificence Performance and Hotels 565332 70 5

303 https://jbrmr.com/details&cid=303 2017-07-22 Egypt is one of the significant nations in the district, particularly with its high populace. Although, the Egyptian Higher Education (HE) is the largest in the MENA region, and despite the clear investments in ICT, it still faces serious challenges chief amongst these is students’ satisfaction. Recognizing that universities compete to attract and satisfy students; the main aim of this paper is to investigate the main factors that affect students’ satisfaction in HE in Egypt. The study focuses on factors like Educational E-Services, Advising Support, Available Information, and Knowledge Acquired. 400 Egyptian HE students at private universities were randomly selected and surveyed using a self-administered structured questionnaire on a 5-point Likert scale, where 133 valid questionnaires were returned. Data collected was coded and statistically analysed using SPSS. When data was tested using chi-square and correlations, significant differences were proven, enabling researchers to reject the null hypotheses. When results were brought together, Educational E-Services, Advising Support, Available Information, and Knowledge Acquired were found to have a significant impact on the Egyptian customer satisfaction at HE. However, the Advising Support is the most influential factor among all variables. Therefore, it requires special attention of decision makers and academics; especially in the Egyptian context, where HE is highly effective with such high population.   Abbas, T. M, JonesE., and Hussien, F. M (2016). ‘Technological Factors Influencing University Tourism and Hospitatlity Students’ Intention to Use E-Learning: A Comparative Analysis of Egypt and the United Kingdom’, Journal of Hospitality and Tourism Education, Vol. 28, No. 4, pp. 189 – 201, Elsevier B.V. Publisher. Abbas, T.M. (2017). ‘Human factors affecting university hospitality and tourism students' intention to use e-learning: A comparative study between Egypt and the UK’, Journal of Human Resources in Hospitality and Tourism, 25 January 2017, Pages 1-18, Elsevier B.V. Publisher  (Not Published Yet). Abd El Aziz, R. (2009) ATM Location and Usage in Egypt: Social and Technical Perspectives, PhD Thesis, University of the West of England, Brisol, UK. Archambault, L. Z. (2008) ‘Measuring Service Performance, Student Satisfaction and its Impact on Student Retention in Private, Post-Secondary Institutions’, the Proceedings of the EDU-COM 2008 International Conference. Sustainability in Higher Education: Directions for Change, Edith Cowan University, Perth Western Australia, 19-21 November 2008. Butt, B. Z. and Rehman, K. (2010) ‘A study examining the students’ satisfaction in higher education’, Procedia Social and Behavioral Sciences, Elsevier, Vol. 2, No. 2, pp. 5446–5450. Central Agency for Public Mobilization and Statistics (2015)  Available at:  http://www.capmas.gov.eg/Pages/IndicatorsPage.aspx?page_id=6142&ind_id=1082 (Accessed: 11 February 2017). DeShields, O., Kara, A. Kaynak, E. (2005) ‘Determinants of business student satisfaction and retention in higher education: applying Herzberg’s two-factor theory’, International Journal of Educational Management, Vol. 19 No. 2, pp. 128-139. Dimas, G. A., Goula, A., and Pierrakos, G. (2011) ‘Quality Issues in Higher Education: A Multicriteria Framework of Satisfaction Measures’, Creative Education 2011, Vol.2, No.3, pp. 305-312.  El Alfy, S., Gomez, J. M, and Ivanov, D (2016). ‘Exploring instructors’ technology readiness, attitudes and behavioral intentions towards e-learning technologies in Egypt and United Arab Emirates’, Education and Information Technologies, pp. 1 - 23 , Springer New York LLc. El Gamal, S and Abd El Aziz, R. (2012) ‘Improving higher education in Egypt through e-learning programs: HE students and senior academics perspective’, Int. J. Innovation in Education, Inderscience, Vol. 1, No. 4, 2012, pp. 335 - 361. El Gamal, S. and Abd El Aziz, R. (2011a) ‘An Investigation of the Effect of Higher Education Students’ Perception on their Readiness for E-Learning Adoption’, The International Conference on e-Learning, e-Business, Enterprise Information Systems, and e-Government, Congress: WORLDCOMP'11, EEE'11: July 18-21, 2011, USA. El Gamal, S., and Abd El Aziz, R. (2011b) ‘The Perception of Students' Regarding E-Learning Implementation in Egyptian Universities’, The Fifth International Conference on Digital Society, eL&mL 2011: The Third International Conference on Mobile, Hybrid, and On-line Learning, ICDS 2011, Gosier, Guadeloupe, France, ISBN: 978-1-61208-120-5. Ghazal, R. (2012) 'Major Issues in Egyptian Higher Education; Reflections of an Egyptian Student', Camparitive and International Higher Education, 4, pp: 19-21.  Gruber, T., Fuß, S., Voss, R., and Glaeser-Zikuda, M. (2010) ‘Examining student satisfaction with higher education services: using a new measurement tool’, Loughborough University Institutional Repository, the International Journal of Public Sector Management, Vol. 23, No. 2, pp. 105 - 123, Emerald Group Publishing Limited.  Hamdi, N. and Abd El Aziz, R. (2016), Facebook as an Interaction Platform in Higher Education: The Case of an Egyptian Private University, The Sixth International Conference on Social Media Technologies, Communication, and Informatics, SOTICS 2016, ISBN: 978-1-61208-504-3, August 21 - 25, 2016 - Rome, Italy, pp. 4 – 10. Hanover Research (2010) Customer Satisfaction Measures Membership, Academy Administration Practice, Customer Satisfaction Measures, www.hanoverresearch.com Available at: http://www.planning.salford.ac.uk/__data/assets/pdf_file/0005/20669/Customer-Satisfaction-Measures-Membership.pdf  (Accessed: 11 February 2017).  Hofstede, G. (1980) Culture's Consequences: International Differences in Work-Related Values, Newbury Park, CA: Sage Publications, https://geert-hofstede.com/egypt.html (Accessed: 15 April 2017). Huang, L., Yang, Z. and Hampton, G. (2011) ‘Assessing Customer Satisfaction with Non-Profit Organizations: Evidence from Higher Education’, Asian Journal of Business Research 2011 .Vol. 1 No. 2, pp. 75 – 90. Kelso, R. S. (2008) Measuring Undergraduate Student Perceptions of Service Quality in Higher Education. A dissertation submitted in partial fulfilment of the requirements for the degree of Doctor of Education, Department of Adult, Career, and Higher Education College of Education, University of South Florida. Khodayari, F. and Khodayari, B. (2011) ‘Service Quality in Higher Education Case study: Measuring service quality of Islamic Azad University’, Firoozkooh branch. Interdisciplinary Journal of Research in Business, Vol. 1, No. 9, pp.38- 46. Ministry of Communications and Information Technology (2015) Measuring the Digital Society in Egypt: Internet at a Glance Statistical Profile 2015, Available at:http://www.mcit.gov.eg/Upcont/Documents/Publications_1272015000_Measuring_the_Digital_Society_in_Egypt_12_.pdf (Accessed: 15 April 2017). Ministry of Communications and Information Technology (2016) Information and Communications Technology Indicators Bulletin September 2016 | Quarterly Issue, Available at: http://www.mcit.gov.eg/Upcont/Documents/Publications_312017000_EN_ICT_Indicators_Quarterly_Bulletin_Q3_2016.pdf (Accessed: 15 April 2017). Oscar W., DeShields Jr, Kara, and Kaynak, E. (2005) ‘Determinants of business student satisfaction and retention in higher education: applying Herzberg’s two-factor theory’, International Journal of Educational Management, Vol. 19, No. 2, 2005, pp. 128-139, Emerald Group Publishing Limited.     Sadik, A. (2016). ‘Factors affecting the acceptability of online degrees: Evidence from two Arab countries’, International Journal of Emerging Technologies in Learning, Vol. 11, No. 12, pp. 54-63, Kassel University Press. Sekaran, U. (2003) Research methods for business: Skill building approach, JhonWiley&Sons, Inc. ISBN-10: 0471203661 | ISBN-13: 978-0471203667 | Edition: 4 Soares, A.M. and Simões C. (2015) Applying to Higher Education: The Role of Information Sources. In: Campbell C. (eds) Marketing in Transition: Scarcity, Globalism, & Sustainability. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. Tutton M  (2011) Egypt's cultural influence pervades Arab world, Part of complete coverage on Inside the Middle East, CNN International Edition, Available at: http://edition.cnn.com/2011/WORLD/meast/02/12/egypt.culture.influence.film/ (Accessed: 15 April 2017). Wagner, N., Hassanein, K. and Head, M. (2008) ‘Who is responsible for e-learning success in higher education?’ A stakeholders’ analysis, Educational Technology and Society, Vol. 11, No. 3, pp. 26–36. https://jbrmr.com/cdn/article_file/content_76806_17-07-22-09-34-22.pdf Hend Abd El Halim Rasha Abd El Aziz e-services retail customer satisfaction private higher education 566775 62 0

304 https://jbrmr.com/details&cid=304 2017-07-22 Present article is dedicated to the analysis of problems of the oil industry of Russia and is aimed at the development of a mechanism for its growth. The research is based on the results of the economic analysis that has been carried out on the basis of statistical data from the government and major oil companies as well as on the basis of analytical reports of independent companies. Among the main identified problems of the oil refining industry it can be mentioned following problems: insufficient volumes of raw material processing, lack of refinery capacities, remote location of oil extraction and refinery plants from the end users and unbalanced tax system in the industry. Specified problems are being solved on the level of companies and the state that brings results, however, there is no clear development mechanism of the oil refining industry so far. The authors suggest a development scheme for the Russian oil refining industry implying cooperation of businesses and the state. The implementation of the proposed scheme will ensure the investments for the extension of production and obtaining a product with a higher added value as well as increasing the competitiveness of the Russian oil products. BP Statistical Review of World Energy (2016) BP Statistical Review of World Energy June 2016. Available from: http://www.bp.com/content/dam/bp/pdf/energy-economics/statistical-review-2016/bp-statistical-review-of-world-energy-2016-full-report.pdf Chernysheva E.A. (2011) Problems and ways of development of the deep refining of oil in Russia. Drilling and oil. №5. Internet version. Available from:  http://burneft.ru/archive/issues/2011-05/2 Khomutov I.A. (2016) Backward Russian refineries: should be closed or modernized? Petromarket Research Group. Moscow.  Solomonoa A.V. (2015) Peculiarities of the state regulating of the refinery capacities' modernization and external trade of oil products in Russia. Internet magazine "Science studies". Volume 7, №6. Available from: http://naukovedenie.ru/PDF/48EVN615.pdf Tcvetkov P., Cherepovitsyn A. (2016). Prospects of CCS Projects Implementation in Russia: Environmental Protection and Economic Opportunities. Journal of Ecological Engineering, Volume 17, Issue 2, pp. 24–32. Business Journal Neftegaz.RU (2016) The depth of the oil refining in Russia, Europe and the US. Available from: http://neftegaz.ru/analisis/view/8485-Glubina-pererabotki-nefti-v-Rossii-Evrope-i-SShA The Federal Customs Service (2017) Russia’s export of the most important goods in January-December years 2008-2016. Available from: http://www.customs.ru The Ministry of Energy of the Russian Federation (2016) Oil and gas condensate refining. Available from: http://minenergo.gov.ru/node/1212 The Ministry of Finance of the Russian Federation (2015) Main directions of the tax policy of the Russian Federation for year 2016 and planning period of years 2017 and 2018. Available from: http://minfin.ru/common/upload/library/2015/07/main/ONNP_2016-2018.pdf The Russian Government (2009) Energy strategy of Russia for the period up to year 2030. Available from: http://minenergo.gov.ru/node/1026 The Russian Government (2011) Decree of The Russian Government of October 06, 2011 N 1771-p "On the set of measures aimed at fulfilling the state monitoring of oil refining enterprises' modernization". Available from: http://base.garant.ru/55185947/ https://jbrmr.com/cdn/article_file/content_64952_17-07-22-09-47-17.pdf Liubov Nikolaichuk Leonid Sinkov Anastasia Malisheva Oil refining industry development management investments. 585403 81 5

305 https://jbrmr.com/details&cid=305 2017-07-22 In the tourism industry, environmental management is a critical component for sustaining competitive advantage (Barrett, 1992), starting to recognize environmental improvement as an economic and competitive opportunity, rather than an annoying cost or inevitable threat. Unfortunately, there has been no consistent approach to environmental marketing practices in tourism. Some destinations neglect their environmental obligations, perhaps due to lack of guidelines and examples of best practice, or perhaps because they don’t understand the benefits. Others exploit environmental communication for short-term gains, or fail to tell visitors about their environmental initiatives (Wight, 1994). A field survey was conducted based on qualitative approach, in order to investigate tourism and ecological experts 'opinions about specific environmental issues helping in applying responsible marketing for fragile areas. The purpose of the study is to highlight the complex relationship between tourism marketing and the environment protection responsibility and recommending environmentally responsible actions to Egyptian travel companies selling eco holidays, thus helping in the development of sustainable competitive strategies.  Al-Ahram Weekly7, June (2012), Promoting Ecotourism, Issue No. 1101 Travel, (http://weekly.ahram.org.eg/Archive/2012/1101/tr4.htm)     [last access: March 2017]. Barrett, S. (1992). Strategy and the environment. Columbia Journal of World Business, 27(3&4), 202-208. Bryman, A., (2001). Social Research Methods. University Press. Oxford. Buckley, R. (2001). Tourism Ecolabels. Annals of Tourism Research, 29(1), 183-208. Butler, D. (2002). CMH Land Resources Director. Personal Interviews, [5 February and 20 June 2002]. Central Agency for Public Mobilization and Statistics (CAPMAS). February 2016www.capmas.gov.eg. Egyptian Environmental Affairs Agency , www.eeaa.gov.eg, [last access: January 2017] Fletcher, J.E., Witt, S.F. &Moutinho, L. (1994). Analytical Methods Applied to Tourism, Hemel Hempsted: Prentice-Hall. Fouda, Moustafa, John Grainger, Waheed Salama, Sherif Baha El Din, Dan Paleczny, SamyZalat, Francis Gilbert (2006). Management Effectiveness Evaluation of Egypt’s Protected Area System.Nature Conservation Sector, Egyptian Environmental Affairs Agency, Cairo.  Hunter, C. & Green, H. (1995). Tourism and the Environment. A sustainable relationship? Routledge. London, pp. 93–121. Hossam El-Borombaly, Mohamed Adel Yehia, and Sherine Khalil. (2014). the study of “Al Karm” Ecolodge in Saint-Katherine Protected Area South Sinai, Ain Shams University. Nature Conservation Sector, Egyptian Environmental Affairs Agency, www.eeaa.gov.eg [July 14, 2007]. Patton, M. (2002). Qualitative Research and Evaluation Methods. 3rd ed. Sage. Thousand Oaks, CA. Philip Sloan, Willy Legrand, Joseph S., (2009). Sustainability in the Hospitality Industry. UK: El Sevier. Ritchie,B. & McIntosh R., (2000). Tourism: Principles, Practices, Philosophies. 8th ed. John Wiley &Sons. Tesch, R. (1990). Qualitative research: Analysis types and software tools. Falmer Press. New York. United Nations (1993). Agenda 21: Programme of Action for Sustainable Development. New York: United Nations Department of Public Information. Weber. (1990). Basic Content Analysis. 2nd ed. Sage Publications. UK.  Wight, P. (1994). Environmentally responsible marketing of tourism. In E. Cater and G. Lowman (Eds.) Ecotourism: A Sustainable Option? ,39-55. New York: John Wiley & Son. Williams, S. (1998). Tourism Geography. Routledge contemporary Human Geography. London. https://jbrmr.com/cdn/article_file/content_32959_17-07-22-09-50-40.pdf Dalia F. Amara Responsible marketing sustainable ecotourism environment protectorate 664983 70 2

306 https://jbrmr.com/details&cid=306 2017-07-22 This study aims to explain the factors that have an effect on financial banking stability measured by Z- score as determinants of all six banks listed in MSM of Oman over the period 2008 to 2014. The four factors used are bank specific factor measured by income diversity and size of bank, banking sector measured by concentration in market and P/E ratio, macroeconomics factor measured by inflation and gross demotic product growth and external governance measured by size of government and regulation. This study used OLS regression analysis and shows there is a significant impact of income diversity variable and P/E ratio. Multiple regressions shows only specific bank and banking sector factors are significant. Finally, all independent factors are statistical impact on financial banking stability. The researcher recommends is to build system for detection of risks in the banking sector to maintain financial banking stability and mitigate the power crises. Albulescu C., 2010. Forecasting Romanian Financial System Stability Using a Stochastic Simulation Model. Romanian Journal of Economic Forecasting, 13 (1), pp 81-98. Anginer D., Demirguc-Kunt A.and Zhu, M., 2012. How Does Bank Competition Affect Systemic Stability? Policy Research Working Paper No. 5981, The World Bank. Ariss, R. T., 2010. Competitive Conditions in Islamic and Conventional Banking: A Global Perspective. Review of Financial Economics, 19(3), pp101-108. Annual Companies Guide (2008-2015), "Muscat Security Market", Available online:  https://www.msm.gov.om/ (accessed on 10 November 2014).  Annual Report of Economic Freedom of the World (2015) Free the World. Com,, Fraser Institute, Available online:  http://www.freetheworld.com (accessed on 11 January 2015).  Berger A., Klapper L. and Turk-Ariss R., 2009. Bank Competition and Financial Stability. Journal of Financial Services Research, 35, pp 99–118. Boot A.W.A. and Thakor A., 2000. Can Relationship Lending Survive Competition? Journal of Finance, 55(2), pp679-713. Cetorelli N., Hirtle B., Morgan D., Peristiani, S. and Santos, J., 2007. Trends in Financial Market Concentration and their Implications for Market Stability. Federal Reserve Bank of New York Economic Policy Review, March, pp 33–51. Cukierman A., 2013. Monetary Policy and Institutions Before, During, and After the Global Financial Crisis. Journal Financial Stability, 9(3), pp 373–384. Fell J. and SchinasiG., 2005. Assessing Financial Stability: Exploring the Boundaries of Analysis. National Institute Economic Review, 192(1), pp102-117 Gali J., 2014. Monetary Policy and Rational Asset Price Bubbles. American Economic Review, 104(3), pp721–752. Gan J., 2004. Banking Market Structure and Financial Stability: Evidence from the Texas Real Estate Crisis in the 1980s.Journal of Financial Economics, 73, pp567–601. Kato P. and Hagendorff J., 2010. Distance to Default, Subordinated Debt, and Distress Indicators in the Banking Industry "Accounting and Finance, 50(4), pp 853-870. Langrin B., 2002. An Early Warning System for the Prevention of Banking Sector Crises in Jamaica, " (Bank of Jamaica Working Paper). Stock J. H. and Watson M. W., 2002. Forecasting Using Principal Components from a Large Number of Predictors. Journal of the American Statistical Association, 97(460), pp 1167-1179. Statistical Bulletin (2008 -2014)."Central Bank of Oman", Available online : http://www.cbo-oman.org/  (accessed on 10 February 2016). Uhde A. and Heimeshoff U., 2009. Consolidation in Banking and Financial Stability in Europe: Empirical Evidence. Journal of Banking and Finance, 33(7), pp 1299-1311. Van den End JW., 2006. Indicator and Boundaries of Financial Stability.DNB Working Paper No. 97, March. https://jbrmr.com/cdn/article_file/content_74048_17-07-22-09-56-22.pdf Faris Nasif Alshubiri Financial Banking Stability Commercial Banks Sultanate of Oman 964041 78 11