Flood-Related Disaster Communication and Humanitarian Logistics
DOI:
https://doi.org/10.18502/kss.v3i22.5042Abstract
During the annual monsoon season, Malaysia is often affected severely by floods as a result of heavy rainfall and poor irrigation. Every year, thousands of people have to be relocated and be evacuated from their homes. Thus, this research is aimed to look at two central aspects of disaster management in the context of flood disaster management in Kuantan, Pahang. Using a mixed-method approach, first, the effectiveness of communication mechanisms in the case of floods is investigated with quantitative analysis using descriptive design. Secondly, this research takes a closer look at the underlying logistical framework found in flood disaster contexts and identifies its critical success factors. For this, a qualitative research approach is taken. Using thematic analysis, in-depth semi-structured interviews are analyzed to arrive at conclusions regarding the critical success factors. Investigating in the effectiveness of disaster communication, it has become apparent that communication between authorities, agencies, non-government organizations or NGOs and flood victims are still in need of improvement, as the suggestions made by participants of the study suggests, both in regard to emergency updates as well as to heightening community awareness on the right actions to take in preparation of upcoming floods. The critical success factors for humanitarian response in the case of flood management include coordination, communication, knowledge, and preparedness. In it crucial to safeguard communities, thus, the unambiguous and clear standard of procedures or SOPs need to be in place at the integrated agencies for them to be understood and known by the individuals who execute them.
Keywords: flood, disaster, flood management, disaster communication, humanitarian logistics.
References
Al-alak B.A.M., and Alnawas I.A.M. (2010) Evaluating the Effect of Marketing Activities on Relationship Quality in the Banking Sector: The Case of Private Commercial Banks in Jordan, International Journal of Marketing Studies, 2, (1).
Barnes J.G. (2003), Establishing Meaningful Customer Relationships: Why Some Companies and Brands Mean More to Their Customers, Managing Service Quality, 13(3), 178-186.
Berscheid, E. (1994). Interpersonal relationships. Annual review of psychology, 45(1), 79-129.
Berscheid, E., Snyder, M., & Omoto, A. M. (1989). The relationship closeness inventory: Assessing the closeness of interpersonal relationships. Journal of Personality and Social Psychology, 57(5), 792.
Bendapudi, N., & Berry, L. L. (1997). Customers’ motivations for maintaining relationships with service providers. Journal of Retailing, 73(1), 15-37.
Blackburn, S. (2005). The Oxford dictionary of philosophy. OUP Oxford.
Crosby, L.A., Evans, K.R. and Cowles, D. (1990), Relationship Quality in Service Selling: An Interpersonal Influence Perspective, Journal of Marketing, 54 ( July), pp.68-81.
Czepiel, J.A., (1990), Managing Relationships with Customers: A Differentiating Philosophy of Marketing’, in D.E. Bowen, R.B. Chase and T.G. Cummings
(eds), Service Management Effectiveness: Balancing Strategy, Human Resources, Operations and Marketing, SanFrancisco: Jossey-Bass Inc.
Doney M. Patricia and Cannon P. Joseph (1997), The Examination of the Nature of Trust in Buyer-Seller Relationships, Journal of Marketing, Vol.61, April, pp.35-51.
Gao, H., & Liu, D. (2014). Relationship of trustworthiness and relational benefit in electronic catalog markets. Electronic Markets, 24(1), 67-75.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999). Distinguishing
between service relationships and encounters. Journal of Applied Psychology, 84(2), 218.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Hair J.F., Black W.C., and Babin B.J. (2009), Multivariate Data Analysis, Prentice-Hall,
Hennig-Thurau, T., Gwinner, K.P. and Gremler, D.D. (2002), A integration of relational
benefits and relationship quality, Journal of Service Research, Vol. 4 No. 3, pp. 230- 47.
Hennig-Thurau, T. (2004), Customer orientation of service employees, International Journal of Service Industry Management, 15(5), 460-478.
Hinde, R. A. (1979). Towards understanding relationships (Vol. 18). Academic Press.
Iacobucci, D., and Ostrom, A. (1996), Commercial and interpersonal relationship; Using the structure of interpersonal relationships to understand the individual-toindividual, individual-to-firm and firm-to-form relationship in commerce, International Journal of Research in Marketing, Vol.13, pp.53-72.
Jang, J.H., Kim, S.W., and Lee, Y.S. (2013), The effect of relationship benefit on relationship quality and store loyalty from convergence environments-NPS analysis and moderating effects, Electron Commerce Res, Vol.13, pp.291-315.
Kim, M., Kim, B., & Oh, S. (2018). Relational Benefit on Satisfaction and Durability in Strategic Corporate Social Responsibility. Sustainability, 10(4), 1104.
Liang, C.J., and Wang, W.H. (2007), The Behavioural Sequence of the Financial Services Industry in Taiwan: Service Quality, Relationship Quality, and Behavioural Loyalty, The Service Industries Journal, Vol.26, No.2, pp.119–145.
Moliner A. Miguel (2009), Loyalty, Perceive Value and Relationship Quality in Healthcare Services, Journal of Service Management, Vol. 20 No. 1, pp. 76-97.
Morgan, Robert M. and Shelby D. Hunt (1994), The Commitment-Trust Theory of Relationship Marketing, Journal of Marketing, 58 ( July), 20-38.
Meng J.G. and Elliott K.M. (2008), Predictors of relationship quality for luxury restaurants, Journal of Retailing and Consumer Services, pp. 509– 515.
Ibrahim, H., & Najjar, F. (2008). Relationship Bonding Tactics, Personality Traits, Relationship Quality, and Customer Loyalty: Behavioral Sequence in Retail Environment. ICFAI journal of services marketing, 6(4).
Price L. and Arnould E. (1999), Commercial Friendships: service provider-client relationship in context, Journal of Marketing, Vol. 63, Iss.4, pp. 38-56.
Prayoga, I. M. S., Yasa, N. N. K., & Wardana, M. (2015). Relational Benefit, Kepuasan, Dan Loyalitas Pelanggan Pada Bengkel Pt Honda Dewata Motor. Jurnal Manajemen dan Kewirausahaan, 17(1), 11-20.
Reynolds, K.E., and Beatty, S.E. (1999), Customer benefit and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75(1), 11-32.
Smith, J.B. (1999), Buyer-seller relationships: similarity, relationship management, and quality, Psychology and Marketing, Vol. 15 No. 1, pp. 3-21.
Turner, R. H. (1970). Family interaction. New York, NY John Wiley.
Liang, C. J., & Wang, W. H. (2006). The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty. The Service Industries Journal, 26(2), 119-145.
Wish, M., Deutsch, M., & Kaplan, S. J. (1976). Perceived dimensions of interpersonal relations. Journal of Personality and social Psychology, 33(4), 409
Yen Chang-Hua, Liu Li-Ling, Chen Chien-Yu and Lee Tzy-Yau (2014), Customer relational benefit and relationship marketing outcome: comparing three transaction types of travel product, Asia Pacific Journal of Tourism Research
