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SCHOOL OF DISTANCE EDUCATION (SDE)

Dr. Zainil Hanim Saidin

zainil
 
 

Dr. Zainil Hanim Saidin
Phone    : 04-6532316
Faks      : 04-6576000     
Emel      : zainilhanimsaidin@usm.my

Service Quality,Customer Loyalty,Relationship Marketing

Profile

Academic Qualifications:

  • Doctor of Philosophy (Marketing) 2014 - 2017

Universiti Utara Malaysia

Thesis Title: “The influence of After-sales Service Quality, Relationship Quality and Alternative Attractiveness on Customer Loyalty of Malaysian National Carmakers”

  • Master Of Business Administration 2012 - 2013                                                                 3.98

Universiti Utara Malaysia

  • Bachelors  in Business Administration 1995 - 1997 (First Class)                                         3.67
    Universiti Teknologi Mara (UiTM)
  • Diploma in Banking 1993 - 1995                                                                                                     3.79
    Universiti Teknologi Mara (UiTM)

Research

Key Research Area: 

  • After-sales Service Quality
  • Customer Loyalty
  • Relationship Quality
  • Poverty

Publication

Journal Publications::

  1. Mohd Nasrun Mohd Nawi, Muhammad Mutasim Billah Tufail, Zainil Hanim Binti Saidin, Muhammad Shakeel, Othman Mohamed, 2021, Challenges and Opportunity in Digital Transformation of Construction industry: A Role of Industry 4.0, Central Asia and the Caucasus, 22/5, 412-422
  2. Abdul Rahman, W. A., & Saidin, Z. H. (2021). Customer Loyalty: The Effect of Service Quality and Brand Image in Malaysia’s Automotive Industry. International Journal of Asian Social Science, 11(4), 188-199 – ERA.
  3. Saidin, Z. H., Abdul Rahman, W. A., Abd Hamid, R. (2020). How the Unique Industry-Specific Measures of Service Quality Can Develop Customer Loyalty in Automotive After-Sales Service, International Journal of Academic Research in Business and Social Sciences, 10(11), 847-865. – ERA
  4. Abd Hamid, R., Abd Hamid, S. N., Soula, O.,Saidin. Z. H., & Wan Abd Rahman, W. A. (2020). The Satisfaction of Blended Learning among Universiti Utara Malaysia (UUM) Students. Journal of Critical Reviews, 7(16), 2317-2329. 
  5. Md Nor, Z., Saidin, Z. H., Mat Radzi, R., Hassan, M. H., Akhbar Khan, B. Z., and Abdul Jalil Safuan, H. (2020). Conceptualizing Sustainable Livelihood for Single Parent Households. Albukhary Social Business Journal, 1(1), 7-12.
  6. Saidin, Z. H., Abdul Rahman, W. A., Yus Kelana, B. W., Abd Hamid, R. (2018). Does Relationship Quality Affect Customer Loyalty of Malaysian National Carmakers: Alternative Attractiveness as Moderator. International Journal of Supply Chain Management, 7(3), 160-173 - Scopus
  7. Saidin, Z. H., Mokhtar, S. S. M., Saad, R., & Yusoff, R. Z. (2018). The Impact of Automotive After-Sales Service Quality and Alternative Attractiveness on Customer Loyalty. International Journal of Supply Chain Management, 7(1), 177-187 - Scopus
  8. Saidin, Z. H., Yusoff, R. Z., Mokhtar, S. S. M., & Saad, R. (2016). Automotive After-sales Service Quality Attributes and Customer Loyalty: An Empirical Study of Malaysian National Carmakers. Asean Entrepreneurship Journal, 2(2), 70-79.
  9. Saidin, Z. H., Mokhtar, S. S. M., Saad, R., & Yusoff, R. Z. (2015). Automotive After-Sales Service Quality and Relationship Quality in Malaysian National Car Makers. International Academic Research Journal, 1(2), 71-78. (Published and Presented in the conference of “International Business and Technology Conference 2015 – Bandung, Indonesia)

Conference  Publications:

  1. Ayub, M. A., Saidin, Z. H., & Islam, M. A. (2020). Attitudes Influencing Consumer Behavior in Purchasing Apartments in Dhaka City: A Literature Review. Proceeding Malaysia International Convention on Education Research & Management (MICER), Bangi Resort Hotel, Bandar Baru Bangi, Malaysia (International), 14 -16 March, 2020.
  2. Ayub, M. A., Saidin, Z. H., & Islam, M. A. (2020). The Influence of Social Norms And Perceived Behavioral Control on Consumer Behavior in Purchasing Housing: A Literature Review. Proceeding 5th International Conference on Education, Business, Islamic and Technology 2020 (ICEBIT 2020), Langkawi, Malaysia (International), 19 – 20 Sept, 2020.

 

Teaching

  • 2021/2022 (974 students)

          Service Marketing (49 students)

         E-commerce (381 students)

        Principle of Marketing (512 students)

        Final Year Project (Supervision - 32 students)

  • 2020/2021 (847 students)

Service Marketing (55 students)

E-commerce (419 students)

Entrepreneurial Finance and Venture Capital (315 students)

Seminar in Management (supervision - 18 students)

Final Year Project (supervision – 28 students)

  • 2019/2020 (403 students)

Service Marketing ( 30 students)

E-commerce (332 students)

Seminar in Management (supervision - 24 students)

Final Year Project (supervision – 17 students)

  • 2018/2019 (559 students)

Service Marketing ( 13 students)

E-commerce (159 students)

Enterpreneurial Finance and Venture Capital (261 students)

Coordinator Seminar in Management (106 students)

Final Year Project (supervision – 20 students)

Supervision

Main supervisor for MA LIJIN. Doctor of Philosophy (Research - Full Time). Research on the Application of Visual Marketing in E-commerce. 2021 – current.

Main supervisor for NADIA IZZATI BINTI KAMESSAN. Master of Arts (Research - Full Time), Analisis Faktor yang Mempengaruhi Kadar Pemilikan Insurans Hayat di Kalangan Rakyat Malaysia. 2021 - current

Main supervisor for Wang Jing. Doctor of Philosophy (Research - Full Time). Brand Communication Strategies of Hotel Enterprises from the Perspective of Digital Marketing. 2021 – current.

Main supervisor for Muhd Bakhtiar Mohd Nor. Master of Arts (Research - Full Time). Faktor - Faktor yang Mempengaruhi Rancangan Persaraan Wanita Berkahwin Lewat Di Pulau Pinang. 2021 – current.

Main supervisor for Muhammad Ariful Islam. Doctor of Philosophy (Research - Full Time), The Influence Of Social Norms and Perceived Behavioral Control on Consumer Behavior in Purchasing Housing in Bangladesh, 2020 - current

Co-supervisor for Mohd Hadzril Hassan - Doctor of Philosophy (Research - Full Time), Developing Sustainable Livelihood Program For B20 Single Parent Household In Baling, Kedah, 2020 - current

Recognition

Research Grant:

  • 01/01/2020-31/03/2022 Principal researcher, Short-term grant, Universiti Sains Malaysia (RM24,306.00)

Title: Effect of Automotive After-Sales Service Quality and Image on Customer Loyalty Formation for Malaysian National Carmakers.

  • 01/03/2020-28/02/2022 Join researcher, External Grant, Al-Bukhary International University (RM74,000.00)

Title: Developing Sustainable Livelihood Programs for B10 Single Parent Households in Baling, Kedah.

  • 01/11/2019-31/01/2021 Join researcher, Community Engagement Project (RM9,000.00)

Penuaan Aktif Menerusi Kaedah Pertanian Lestari Di Pusat Aktiviti Warga Emas (Pawe) Sungai Dua, Seberang Perai Utara.

Others:

  • Reviewer for International Journal of Business and Society (IJBS)
  • Reviewer for International Joint Conference 2021
  • Publication in Bulletin SAINS, School of Distance Education. Saidin, Z. H. (2019). Capitalism And Socialism; Defining Centuries, Past and Ahead. Bulletin SAINS, School of Distance Education, 1st Edition.

Service To The School/University:

2021                    Coordinator Strategic Business Unit (SBU), School of Distance Education

                             Project Leader MUET on Demand USM, School of Distance Education                                        

Committee Member of Management Team, School of Distance Education

Committee Member of First-Degree Academic Program and Wealth Generation, School of Distance Education

                             Committee Member of Occupational, Safety and Health School of Distance Education

                             Committee Member of Educational Technology, School of Distance Education

                             Committee Member of Diploma Program Development, School of Distance Education

                             Committee Member of Key Performance Indicator, School of Distance Education

2020                    Coordinator Strategic Business Unit (SBU), School of Distance Education

                             Project Leader MUET on Demand USM, School of Distance Education

Pengerusi Jawatankuasa Pembuka Sebut Harga, School of Distance Education                

Committee Member of Management Team, School of Distance Education

                             Committee Member of Occupational, Safety and Health School of Distance Education

                             Committee Member of Educational Technology, School of Distance Education

                             Committee Member of Key Performance Indicator, School of Distance Education

2019                    Secretary for 8th International Conference of Multidiciplinary Research (iCMR) 2019, School of Distance Education

                             Editor, Bulletin SAINS School of Distance Education

                             Editor Proceeding iCMR 2019, School of Distance Education

Committee Member of Strategic Business Unit (SBU), School of Distance Education

                             Committee Member of Occupational, Safety and Health School of Distance Education

                             Committee Member of Post-graduate Studies, School of Distance Education

                             Committee Member of Community-Industry Engagement, School of Distance Education

                             Committee Member of Postgraduate Colloquium, School of Distance Education

                            

2018                    Secretary for 8th International Conference of Multidiciplinary Research (iCMR) 2019, School of Distance Education

                             Committee Member of Convocation 2018, School of Distance Education

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