INTI International University

Colorectal cancer (CRC) is the second most deadly cancer. Global incidence and mortality are likely to be increased in the coming decades. Although the deaths associated with CRC are very high in high-income countries, the incidence and fatalities related to CRC are growing in developing countries too. CRC detected early is entirely curable by surgery and subsequent medications. However, the recurrence rate is high, and cancer drug resistance increases the treatment failure rate. Access to early diagnosis and treatment of CRC for survival is somewhat possible in developed countries. However, these facilities are rarely available in developing countries. Highlighting the current status of CRC, its development, risk factors, and management is crucial in creating public awareness. Therefore, in this review, we have comprehensively discussed the current global epidemiology, drug resistance, challenges, risk factors, and preventive and treatment strategies of CRC. Additionally, there is a brief discussion on the CRC development pathways and recommendations for preventing and treating CRC.

Abstract Green human resource management (HRM) practices can help organizations align their business strategies with the environment. Anchored in the resource‐based view of the firm, this study examines the influence of green HRM practices on sustainability using cross‐sectional data obtained from 112 large manufacturing firms in Malaysia. The results show that green recruitment and green training have positive effects on sustainability. However, green analysis and job description, green selection, green performance assessment, and green reward were not found to have any significant influence on sustainability. The model presented in this paper offers useful insights into the positive role of green HRM in the sustainability of manufacturing firms, and as previous studies exploring the link between green HRM and sustainability using empirical data from Malaysian manufacturing firms are scarce, this research is of significant importance for scholars and practitioners. The scope of this study focuses on emerging economies with a limited number of variables that are contextual and specific to the Malaysian economy. Future research could explore the relationship between green HRM and other variables that may contribute to the present framework in other contexts. Future studies may also consider each dimension of green HRM, or indeed other elements of green HRM, in relation to the different aspects of sustainability.

Purpose This study aims to empirically examine the factors that affect the consumer intention to use (IU) mobile commerce (m‐commerce) in Malaysia. The five factors examined in this study are perceived usefulness (PU), perceived ease‐of‐use (PEOU), social influence (SI), perceived cost and trust. Design/methodology/approach The study sample consists of 222 respondents with a response rate of 84.09 per cent. Data were analyzed by employing correlation and multiple regression analysis. Findings The findings revealed that PU, SI, perceived financial cost and trust are positively associated with consumer IU m‐commerce in Malaysia. In addition, PEOU and trust were found to have an insignificant effect on consumer IU m‐commerce in Malaysia. Research limitations/implications The generalizability of the findings is limited as the study focuses only on Malaysia. Practical implications Based on the findings, companies involved in m‐commerce should focus on improving the usefulness of the system, trust (i.e. security and privacy protection) and reducing the cost of m‐commerce services to improve the adoption of m‐commerce. Originality/value The findings made a contribution in terms of allowing us to understand the factors that can contribute to the adoption of mobile commerce. This study successfully extend the TAM model in the context of mobile commerce by incorporating one trust‐based construct (trust), one behavioural control construct (perceived financial cost) and one subjective norm construct (SI). This extended TAM model provides a greater understanding of user acceptance of mobile commerce in Malaysia.

Stigmasterol is an unsaturated phytosterol belonging to the class of tetracyclic triterpenes. It is one of the most common plant sterols, found in a variety of natural sources, including vegetable fats or oils from many plants. Currently, stigmasterol has been examined via in vitro and in vivo assays and molecular docking for its various biological activities on different metabolic disorders. The findings indicate potent pharmacological effects such as anticancer, anti-osteoarthritis, anti-inflammatory, anti-diabetic, immunomodulatory, antiparasitic, antifungal, antibacterial, antioxidant, and neuroprotective properties. Indeed, stigmasterol from plants and algae is a promising molecule in the development of drugs for cancer therapy by triggering intracellular signaling pathways in numerous cancers. It acts on the Akt/mTOR and JAK/STAT pathways in ovarian and gastric cancers. In addition, stigmasterol markedly disrupted angiogenesis in human cholangiocarcinoma by tumor necrosis factor-α (TNF-α) and vascular endothelial growth factor receptor-2 (VEGFR-2) signaling down-regulation. The association of stigmasterol and sorafenib promoted caspase-3 activity and down-regulated levels of the anti-apoptotic protein Bcl-2 in breast cancer. Antioxidant activities ensuring lipid peroxidation and DNA damage lowering conferred to stigmasterol chemoprotective activities in skin cancer. Reactive oxygen species (ROS) regulation also contributes to the neuroprotective effects of stigmasterol, as well as dopamine depletion and acetylcholinesterase inhibition. The anti-inflammatory properties of phytosterols involve the production of anti-inflammatory cytokines, the decrease in inflammatory mediator release, and the inhibition of inducible nitric oxide synthase (iNOS) and cyclooxygenase-2 (COX-2). Stigmasterol exerts anti-diabetic effects by reducing fasting glucose, serum insulin levels, and oral glucose tolerance. Other findings showed the antiparasitic activities of this molecule against certain strains of parasites such as Trypanosoma congolense (in vivo) and on promastigotes and amastigotes of the Leishmania major (in vitro). Some stigmasterol-rich plants were able to inhibit Candida albicans, virusei, and tropicalis at low doses. Accordingly, this review outlines key insights into the pharmacological abilities of stigmasterol and the specific mechanisms of action underlying some of these effects. Additionally, further investigation regarding pharmacodynamics, pharmacokinetics, and toxicology is recommended.

Colorectal cancer (CRC) is the second most deadly cancer worldwide. CRC management is challenging due to late detection, high recurrence rate, and multi-drug resistance. Herbs and spices used in cooking, practised for generations, have been shown to contain CRC protective effect or even be useful as an anti-CRC adjuvant therapy when used in high doses. Herbs and spices contain many bioactive compounds and possess many beneficial health effects. The chemopreventive properties of these herbs and spices are mainly mediated by the BCL-2, K-ras, and MMP pathways, caspase activation, the extrinsic apoptotic pathway, and the regulation of ER-stress-induced apoptosis. As a safer natural alternative, these herbs and spices could be good candidates for chemopreventive or chemotherapeutic agents for CRC management because of their antiproliferative action on colorectal carcinoma cells and inhibitory activity on angiogenesis. Therefore, in this narrative review, six different spices and herbs: ginger ( Zingiber officinale Roscoe), turmeric ( Curcuma longa L.), garlic ( Allium sativum L.), fenugreek ( Trigonella foenum-graecum L.), sesame ( Sesamum indicum L.), and flaxseed ( Linum usitatissimum L.) used in daily cuisine were selected for this study and analyzed for their chemoprotective or chemotherapeutic roles in CRC management with underlying molecular mechanisms of actions. Initially, this study comprehensively discussed the molecular basis of CRC development, followed by culinary and traditional uses, current scientific research, and publications of selected herbs and spices on cancers. Lead compounds have been discussed comprehensively for each herb and spice, including anti-CRC phytoconstituents, antioxidant activities, anti-inflammatory properties, and finally, anti-CRC effects with treatment mechanisms. Future possible works have been suggested where applicable.

Purpose This paper aims to empirically examine the factors that affect the adoption of online banking in Vietnam. Perceived usefulness, perceived ease of use, trust and government support were examined to determine if these factors are affecting online banking adoption. Design/methodology/approach A survey was distributed to 156 respondents in Vietnam with 103 usable samples giving a response rate of 66 percent. Data were analyzed by employing correlation and multiple regression analysis. Findings The results showed that perceived usefulness, trust and government support all positively associated with the intention to use online banking in Vietnam. Contrary to the technology acceptance model, perceived ease of use was found to be not significant in this study. Research limitations/implications This study was conducted in Vietnam and future research can use this model to study the adoption of online banking in other countries. Practical implications The results allow banks' decision makers to develop strategies that can increase the adoption of online banking. Banks should improve the security and privacy of the web sites, which will increase the trust of users. Banks should also create features which are useful to users and make sure users are aware of these features. Lastly, government should also play a role to support banks in their efforts to increase online banking adoption. Originality/value The findings allow the factors that can influence the adoption of online banking in Vietnam to be understood. Unlike existing studies based on Technology Acceptance Model (TAM), this study includes both security and government support on top of the existing variables used in TAM. Most studies on adoption of online banking are focused on developed countries. By focusing on Vietnam, this model can also be applied to other countries which are relatively new to e‐commerce and online banking.

Purpose Green or environmental human resource management (HRM) has in recent years attracted much attention from academia and practitioners all over the world. However, a thorough analysis of green or environmental HRM has not been made so far. To address this gap, the present study provides a systematic and comprehensive literature review. The purpose of this paper is threefold: to review Green HRM literature of various scopes, approaches and contexts; to identify different focus areas in the Green HRM literature; and to propose areas for future research. Design/methodology/approach The paper follows a systematic literature review approach. The selected journal articles are categorized on the basis of five focus areas in the Green HRM derived from the extant literature. Findings Research has grown significantly over the past 12 years that has focused on Green HRM. A total of 70 articles were reviewed and most of these articles employed quantitative method and were carried out in developing countries. Based on the five focus areas identified in this literature review, the performance outcome of Green HRM at both the organizational level and individual level received the greatest attention from the researchers. Research limitations/implications This paper is limited to a review of academic articles obtainable from online databases, containing the words “Green human resource management”, “Green HRM”, “Green human resource”, “Environmental HRM”, “Green training” and “Environmental training” in the title. Additionally, only papers from high quality, peer-reviewed journals were evaluated. Other academic sources such as books and conference papers were not included in this study. Originality/value The paper presents a structural overview of 70 peer-reviewed articles published in leading academic journals from 2007 until early 2019. This review provides an increased understanding of the existing state of current research, trends and future research directions in the Green HRM discipline.

The major objective of this paper is to examine the determinants of collaborative commerce (c-commerce) adoption with special emphasis on Electrical and Electronic organizations in Malaysia. Original research using a self-administered questionnaire was distributed to 400 Malaysian organizations. Out of the 400 questionnaires posted, 109 usable questionnaires were returned, yielding a response rate of 27.25%. Data were analysed by using correlation and multiple regression analysis.External environment, organization readiness and information sharing culture were found to be significant in affecting organizations decision to adopt c-commerce. Information sharing culture factor was found to have the strongest influence on the adoption of c-commerce, followed by organization readiness and external environment. Contrary to other technology adoption studies, this research found that innovation attributes have no significant influence on the adoption of c-commerce.In terms of theoretical contributions, this study has extended previous researches conducted in western countries and provides great potential by advancing the understanding between the association of adoption factors and c-commerce adoption level. This research show that adoption studies could move beyond studying the factors based on traditional adoption models. Organizations planning to adopt c-commerce would also be able to applied strategies based on the findings from this research.

Wound healing is an intricate process of tissue repair or remodeling that occurs in response to injury. Plants and plant-derived bioactive constituents are well explored in the treatment of various types of wounds. Curcumin is a natural polyphenolic substance that has been used since ancient times in Ayurveda for its healing properties, as it reduces inflammation and acts on several healing stages. Several research studies for curcumin delivery at the wound site reported the effectiveness of curcumin in eradicating reactive oxygen species and its ability to enhance the deposition of collagen, granulation tissue formation, and finally, expedite wound contraction. Curcumin has been widely investigated for its wound healing potential but its lower solubility and rapid metabolism, in addition to its shorter plasma half-life, have limited its applications in wound healing. As nanotechnology has proven to be an effective technique to accelerate wound healing by stimulating appropriate mobility through various healing phases, curcumin-loaded nanocarriers are used for targeted delivery at the wound sites. This review highlights the potential of curcumin and its nanoformulations, such as liposomes, nanoparticles, and nano-emulsions, etc. in wound healing. This paper emphasizes the numerous biomedical applications of curcumin which collectively prepare a base for its antibiofilm and wound-healing action.

Bacteria under the operational group Bacillus amyloliquefaciens (OGBa) are all Gram-positive, endospore-forming, and rod-shaped. Taxonomically, the OGBa belongs to the Bacillus subtilis species complex, family Bacillaceae, class Bacilli, and phylum Firmicutes. To date, the OGBa comprises four bacterial species: Bacillus amyloliquefaciens, Bacillus siamensis, Bacillus velezensis and Bacillus nakamurai. They are widely distributed in various niches including soil, plants, food, and water. A resurgence in genome mining has caused an increased focus on the biotechnological applications of bacterial species belonging to the OGBa. The members of OGBa are known as plant growth-promoting bacteria (PGPB) due to their abilities to fix nitrogen, solubilize phosphate, and produce siderophore and phytohormones, as well as antimicrobial compounds. Moreover, they are also reported to produce various enzymes including α-amylase, protease, lipase, cellulase, xylanase, pectinase, aminotransferase, barnase, peroxidase, and laccase. Antimicrobial compounds that able to inhibit the growth of pathogens including non-ribosomal peptides and polyketides are also produced by these bacteria. Within the OGBa, various B. velezensis strains are promising for use as probiotics for animals and fishes. Genome mining has revealed the potential applications of members of OGBa for removing organophosphorus (OPs) pesticides. Thus, this review focused on the applicability of members of OGBa as plant growth promoters, biocontrol agents, probiotics, bioremediation agents, as well as producers of commercial enzymes and antibiotics. Here, the bioformulations and commercial products available based on these bacteria are also highlighted. This review will better facilitate understandings of members of OGBa and their biotechnological applications.

Introduction: The Internet of Vehicles (IoV) was enabled through innovative developments featuring advanced automotive networking and communication to fulfill the need for real-time applications that are latency-sensitive, such as autonomous driving and emergency management. Given that the servers were much farther away from the actual site of operation, traditional cloud computing faced huge delays in processing. Mobile Edge Computing (MEC) resolved this challenge by enabling localized data processing, reducing latency and enhancing resource utilization.Methods: This study proposed an Efficient Mobile Edge Computing-based Internet of Vehicles Task Offloading Framework (EMEC-IoVTOF). The framework integrated deep reinforcement learning (DRL) to optimize task offloading decisions, focusing on minimizing latency and energy consumption while accounting for bandwidth and computational constraints. Offloading costs were calculated using mathematical modeling and further optimized through Particle Swarm Optimization (PSO). An adaptive inertia weight mechanism was implemented to avoid local optimization and enhance task allocation decisions.Result: The proposed framework was thus proved effective for any latency reduction and energy consumption optimization in efficiently improving the overall system performance. DRL and MEC together facilitate scalability in task distribution by ensuring robust performance in dynamic vehicular environments. Integration with PSO further enhances the decision-making process and makes the system highly adaptable to dynamic task demands and network conditions.Discussion:The findings highlighted the potential of EMEC-IoVTOF to address key challenges in IoV systems, including latency, energy efficiency, and bandwidth utilization. Future research could explore real-world deployment and adaptability to complex vehicular scenarios, further validating its scalability and reliability.

Heavy metals, the most potent contaminants of the environment, are discharged into the aquatic ecosystems through the effluents of several industries, resulting in serious aquatic pollution. This type of severe heavy metal contamination in aquaculture systems has attracted great attention throughout the world. These toxic heavy metals are transmitted into the food chain through their bioaccumulation in different tissues of aquatic species and have aroused serious public health concerns. Heavy metal toxicity negatively affects the growth, reproduction, and physiology of fish, which is threatening the sustainable development of the aquaculture sector. Recently, several techniques, such as adsorption, physio-biochemical, molecular, and phytoremediation mechanisms have been successfully applied to reduce the toxicants in the environment. Microorganisms, especially several bacterial species, play a key role in this bioremediation process. In this context, the present review summarizes the bioaccumulation of different heavy metals into fishes, their toxic effects, and possible bioremediation techniques to protect the fishes from heavy metal contamination. Additionally, this paper discusses existing strategies to bioremediate heavy metals from aquatic ecosystems and the scope of genetic and molecular approaches for the effective bioremediation of heavy metals.

Alzheimer's disease (AD) is the most common form of neurodegenerative disorders affecting mostly the elderly. It is characterized by the presence of Aβ and neurofibrillary tangles (NFT), resulting in cognitive and memory impairment. Research shows that alteration in gut microbial diversity and defects in gut brain axis are linked to AD. Probiotics are known to be one of the best preventative measures against cognitive decline in AD. Numerous in vivo trials and recent clinical trials have proven the effectiveness of selected bacterial strains in slowing down the progression of AD. It is proven that probiotics modulate the inflammatory process, counteract with oxidative stress, and modify gut microbiota. Thus, this review summarizes the current evidence, diversity of bacterial strains, defects of gut brain axis in AD, harmful bacterial for AD, and the mechanism of action of probiotics in preventing AD. A literature search on selected databases such as PubMed, Semantic Scholar, Nature, and Springer link have identified potentially relevant articles to this topic. However, upon consideration of inclusion criteria and the limitation of publication year, only 22 articles have been selected to be further reviewed. The search query includes few sets of keywords as follows. (1) Probiotics OR gut microbiome OR microbes AND (2) Alzheimer OR cognitive OR aging OR dementia AND (3) clinical trial OR in vivo OR animal study. The results evidenced in this study help to clearly illustrate the relationship between probiotic supplementation and AD. Thus, this systematic review will help identify novel therapeutic strategies in the future as probiotics are free from triggering any adverse effects in human body.

Purpose The purpose of this paper is to investigate the relationship between total quality management (TQM) practices and customer satisfaction (CS) as perceived by managers' perspectives in Malaysia's service sector. Design/methodology/approach The data are collected from 140 managers of Malaysia's service firms. The structural analysis is conducted to test the hypotheses in this paper. Findings Results reveal that leadership, customer focus, information and analysis, and human resource focus are found to have significant and positive association with CS as perceived by Malaysian service sector's managers. Research limitations/implications There are a few limitations for this paper. First, the time sequence of the relationships between the variables could not be determined since cross‐sectional data are used. Second, this paper is confined only to service industry. Lastly, the paper is only focused on managers instead of study employees at different hierarchical levels. Practical implications This paper serves as a valuable guideline for top management to review their TQM programs and conduct assessments on a regular basis in order to facilitate CS within their organizations. Originality/value This paper shows the importance of TQM in contributing to CS within the service context which is not studied in many past researches. This paper only looks at TQM practices from the Malaysian service industries. As Malaysia is a developing country which is moving towards the service sector, this paper will help many organizations that are in other fast growing developing nations which are moving towards the service industry.

E-commerce system has become more popular and implemented in almost all business areas. E-commerce system is a platform for marketing and promoting the products to customer through online. Customer segmentation is known as a process of dividing the customers into groups which shares similar characteristics. The purpose of customer segmentation is to determine how to deal with customers in each category in order to increase the profit of each customer to the business. Segmenting the customers assist business to identify their profitable customer to satisfy their needs by optimizing the services and products. Therefore, customer segmentation helps E-commerce system to promote the right product to the right customer with the intention to increase profits. There are few types of customer segmentation factors which are demographic psychographic, behavioral, and geographic. In this study, customer behavioral factor has been focused. Therefore users will be analyzed using clustering algorithm in determining the purchase behavior of E-commerce system. The aim of clustering is to optimize the experimental similarity within the cluster and to maximize the dissimilarity in between clusters. In this study there are relationship between three clusters: event type, products, and categories. In this research, the proposed approach analyzed the groups that share similar criteria to help vendors to identify and focus on the high profitable segment to the least profitable segment. This type of analysis can play important role in improving the business. Grouping their customer according to their similar behavioral factor to sustain their customer for long-term and increase their business profit. It also enables high exposure of the e-offer to gain attention of potential customers. In order to process the collected data and segment the customers, an learning algorithm is used which is known as K-Means clustering. K-Means clustering is implemented to solve the clustering problems.

Purpose This study aims to empirically examine the factors that affect the adoption of RosettaNet standards. The four factors examined in this study are partners' power, trust, products' characteristics, and government influence. Design/methodology/approach Original research using a self‐administered questionnaire that was distributed to 400 Malaysian electrical and electronics (E&E) organizations. The hypotheses were tested by employing binary logistic regression analysis. Findings The results show that partners' power, trust, and products' characteristics have significant and positive effects on the adoption of RosettaNet standards. Research limitations/implications The generalisability of the findings is limited as the study focuses only on E&E industry in Malaysia. Practical implications Organizations planning to adopt RosettaNet standards will be able to make managerial decisions based on the findings from this research. Originality/value The findings made a contribution in terms of creating an understanding of the influence of the adoption of RosettaNet standards. This study has filled previous research gap by advancing the understanding between the association of adoption factors and RosettaNet standards adoption.

Purpose – This study aims to identify the dimensions of business student satisfaction in the Malaysian private higher educational environment and evaluate the influence that demographic factors have on satisfaction. Design/methodology/approach – A questionnaire was developed and distributed to 1,200 undergraduate business students at four private higher educational (PHE) institutions in Malaysia. Exploratory factor analysis was used to identify the underlying dimensions that drive student satisfaction. ANOVA and t -tests were conducted to evaluate the influence that demographic factors have on the results. Findings – Factor analysis resulted in the adoption of a 12-factor solution from an original set of 53 satisfaction items. The results also indicated the influence of demographic factors on the level of business student satisfaction. Originality/value – This study identified 12 factors or the underlying dimensions that drive business student satisfaction in the Malaysian PHE. The 12 factors are: professional comfortable environment; student assessments and learning experiences; classroom environment; lecture and tutorial facilitating goods; textbook and tuition fees; student support facilities; business procedures; relationship with teaching staff; knowledgeable and responsive faculty; staff helpfulness; feedback; and class sizes. Understanding these factors could help educational institutions to better plan their strategies and inform academics interested in studying student satisfaction.

The present crisis at hand revolves around the need to enhance plant resilience to various environmental stresses, including abiotic and biotic stresses, to ensure sustainable agriculture and mitigate the impact of climate change on crop production. One such promising approach is the utilization of plant growth-promoting rhizobacteria (PGPR) to mediate plant resilience to these stresses. Plants are constantly exposed to various stress factors, such as drought, salinity, pathogens, and nutrient deficiencies, which can significantly reduce crop yield and quality. The PGPR are beneficial microbes that reside in the rhizosphere of plants and have been shown to positively influence plant growth and stress tolerance through various mechanisms, including nutrient solubilization, phytohormone production, and induction of systemic resistance. The review comprehensively examines the various mechanisms through which PGPR promotes plant resilience, including nutrient acquisition, hormonal regulation, and defense induction, focusing on recent research findings. The advancements made in the field of PGPR-mediated resilience through multi-omics approaches ( viz. , genomics, transcriptomics, proteomics, and metabolomics) to unravel the intricate interactions between PGPR and plants have been discussed including their molecular pathways involved in stress tolerance. Besides, the review also emphasizes the importance of continued research and implementation of PGPR-based strategies to address the pressing challenges facing global food security including commercialization of PGPR-based bio-formulations for sustainable agricultural.

This article is intended to express the basis of policy changes in curriculum 2013, the elements of changes, and the implications of changes in the 2013 curriculum learning system. The results show that the policy of the 2013 curriculum change is based on internal and external challenges that are faced by some Indonesianpeople in order to prepare for thier future generation that are much more productive, creative, innovative and affective. Curriculum policy in 2013 is intended to fulfill some existing shortcomings that are in the previous curriculum. Curriculum 2013 is compiled to develope and to strengthen attitudes, knowledge, and skills in a balanced way.The change of policy in 2013regarding the four elements of curriculum changes are on Competency Standards (SKL),Content Standard (SI), Standard Process, and Assessment Standards. Furthermore, the learning system of curriculum policy changes in 2013 makes the impact on four issues, they arethe learning models of thematic-integrated, scientific approach, active strategies,and authentic assessment. Artikel ini dimaksudkan untuk mengungkap dasar kebijakan perubahan kurikulum 2013, elemen-elemen perubahan, dan implikasi perubahan kurikulum 2013 dalam sistem pembelajaran. Hasil kajian menunjukkan bahwa kebijakan perubahan kurikulum 2013 didasarkan pada tantangan internal dan eksternal yang dihadapi oleh bangsa Indonesia dalam rangka menyiapkan generasi yang produktif,kreatif, inovatif dan afektif. Kebijakan kurikulum 2013 dimaksudkan untukmenyempurnakan berbagai kekurangan yang ada pada kurikulum sebelumnya.Kurikulum 2013 disusun dengan mengembangkan dan memperkuat sikap,pengetahuan, dan keterampilan secara berimbang. Perubahan kebijakan 2013menyangkut empat elemen perubahan kurikulum yaitu pada Standar Kompetensi Lulusan (SKL), Standar Isi (SI), Standar Proses, dan Standar Penilaian. Sistem pembelajaran perubahan kebijakan kurikulum 2013 berdampak pada empat hal,yaitu model pembelajaran berupa tematik-integratif, pendekatan saintifik, strategi aktif, dan penilaian autentik.

Purpose The purpose of this paper is to examine the relationship between total quality management (TQM) practices and customer satisfaction and also to investigate the association between TQM practices and service quality within the context of Malaysia's small service organizations. Design/methodology/approach The paper uses data from the perceptions of sales and marketing managers in 108 small service organizations in Malaysia. Data were analyzed by employing correlation and multiple regression analysis to test the relationship between TQM practices, customer satisfaction and service quality. Findings The results showed that TQM practices are significantly and positively linked to customer satisfaction and service quality of the small service business firms. It was further confirmed that the dimensions of customer focus and information and analysis were strongly linked to customer satisfaction and service quality. Practical implications The results of this paper can be used by marketing/sales managers to prioritize the adoption of the dimensions for TQM practices. For instance, those dimensions that are found to have positive influence on customer satisfaction and service quality can be recommended to marketing/sales managers so that they can allocate resources to improve these practices to achieve higher customer satisfaction and quality of service. Originality/value This paper identifies two dimensions of TQM namely, customer focus and information and analysis that can influence customer satisfaction and service quality in Malaysia's small service business firms.