The Study of Customers’ Expectations and Real Experiences Using the Self-Service Kiosk

Purpose:  This study examines the gap between residential customers' expected and real experiences with self-service kiosks from the perspective of a major Malaysian electrical service provider.   Theoretical framework: The comparative study of customers’ expectations and real experiences using the self-service kiosk is excessive in various sectors like banking and transportation but limited in the energy sector in boosting customer engagement and leading to customer satisfaction.   Design/Methodology/Approach:  Using a stratified sample approach based on a sampling frame given by a Malaysian utility provider, survey questions were disseminated online to residential customers who have used self-service kiosks.   Findings: The findings demonstrate that customers' expectations and real experiences significantly differ with a few variables, such as secure/privacy, design, and convenience. However, the effect sizes were small. Moreover, some individual items in several factors like enjoyment, secure/privacy, design, convenience, and customization also showed significant differences.   Practical implications: The findings shed light on the energy sector and give Malaysian power providers, in particular, identifying the gap between customer expectations and actual self-service kiosk experiences. With this information, the firm can close the gap and manage customer experience to increase customer satisfaction.   Originality/Value: This study expands the investigation of self-service technology (SST) service quality by analysing the gap between the expectations and actual experiences of residential consumers utilising the SST self-service kiosk offered by Malaysia's major energy service provider. This study assists the company in closing the gap and enhancing the offerings of self-service kiosks to boost customer satisfaction and manage customer experience.

A Bibliometric Analysis of Omnichannel and Customer Satisfaction

Many firms have adopted Omnichannel to increase engagement between companies and their customers. As a result, it facilitates the firms to create better customer experience and satisfaction, which also affects a company's earnings. The main aim of this study is to guide the researchers in developing a conceptual framework for omnichannel and customer satisfaction. Thus, this study has employed a bibliometric analysis using articles extracted from the Scopus database between the years 2015 to 2023 to determine the term co-occurrence in research titles and abstracts and the top ten highly cited journals on omnichannel and customer satisfaction. Keywords: Omnichannel; customer satisfaction; bibliometric analysis eISSN: 2398-4287 © 2023. The Authors. Published for AMER and cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under the responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), and cE-Bs (Centre for Environment-Behaviour Studies), College of Built Environment, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/e-bpj.v8iSI15.507

Perceived Quality and Emotional Value that Influence Consumer's Purchase Intention towards American and Local Products

AbstractThe main purpose of this study is to investigate the effects of perceived quality and emotional value that influence consumer's purchase intention towards American and local products. This study aims to increase an understanding of Malaysian consumers’ purchase intention in relation to American versus local products. The contribution of this study is crucial to the growing body of international marketing to explain the purchase intention on United States products on top of others in the context of Malaysian consumers. In other words, this research provides useful information on how the local Malaysian consumers perceive foreign products. Moreover, this study is important as a reference to the government and local retailers as well as manufacturers to develop competency and to increase quality as well as to restore products attributes to be more appealing in order to face stifle competition with other retailers especially domestically producer. Also, it is hoped that this study could contribute a certain point of understanding among academicians regarding to consumers’ purchase behavior phenomenon in Malaysia. A total of 270 questionnaires were distributed to students in higher learning institutions who were chosen randomly among the total population. Sample is mixed between postgraduate and undergraduate students and does not include international students; as the study is aimed at comparing American products and local products. Data were then analyzed using descriptive, reliability and correlation analysis. The reliability result of this study shows that the instruments that have been used in for measuring various variables in this study were reliable. Meanwhile, for correlation, the result shows moderate significant relationship between perceived quality and emotional value towards purchase intention

Understanding Learners' Satisfaction in Blended Learning among Undergraduate Students in Malaysia

Blended learning has extensively been used in many higher education institutions including Malaysia. Hence, instructors and institutions need to be well-equipped with adequate knowledge and skills, so that blended learning could be implemented successfully. This paper investigates the satisfaction among learners in blended learning environment at one of the universities in Malaysia through a survey study. The participants were 317 undergraduates enrolled in a blended learning course. The questionnaire was adapted from Zhai, Gu, Liu, Liang and Chin-Chung (2017) and Naaj, Nachouki and Ankit (2012). Descriptive statistics was employed to analyze the learners' demographic and their satisfaction towards blended learning. The results indicate that the learners' satisfaction towards blended learning employed at their institution was positive. This study also highlights several implications and recommendations that could anchor a greater understanding in the implementation of blended learning at higher institutions

Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

This study aims to investigate if the mobile touchpoint and customer effort were significantly different by customer types of the leading energy provider in Malaysia. The study is essential because past literature revealed a limited study on mobile touchpoint in the energy sector. 1156 respondents were captured in this study using a stratified sampling technique. The findings showed significant differences between three mobile app’s variables and no differences with customer effort is recorded. Managers of energy firms may use the findings to strategize the mobile app services because it leads to better customer experience and facilitates customer satisfaction and loyalty. Keywords: Mobile touchpoint; customer effort; energy firm eISSN: 2398-4287 © 2023. The Authors. Published for AMER and cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under the responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), and cE-Bs (Centre for Environment-Behaviour Studies), College of Built Environment, Universiti Teknologi MARA, Malaysia. DOI

The Study of Customers’ Expectations and Real Experiences Using the Self-Service Kiosk

Purpose:  This study examines the gap between residential customers' expected and real experiences with self-service kiosks from the perspective of a major Malaysian electrical service provider.   Theoretical framework: The comparative study of customers’ expectations and real experiences using the self-service kiosk is excessive in various sectors like banking and transportation but limited in the energy sector in boosting customer engagement and leading to customer satisfaction.   Design/Methodology/Approach:  Using a stratified sample approach based on a sampling frame given by a Malaysian utility provider, survey questions were disseminated online to residential customers who have used self-service kiosks.   Findings: The findings demonstrate that customers' expectations and real experiences significantly differ with a few variables, such as secure/privacy, design, and convenience. However, the effect sizes were small. Moreover, some individual items in several factors like enjoyment, secure/privacy, design, convenience, and customization also showed significant differences.   Practical implications: The findings shed light on the energy sector and give Malaysian power providers, in particular, identifying the gap between customer expectations and actual self-service kiosk experiences. With this information, the firm can close the gap and manage customer experience to increase customer satisfaction.   Originality/Value: This study expands the investigation of self-service technology (SST) service quality by analysing the gap between the expectations and actual experiences of residential consumers utilising the SST self-service kiosk offered by Malaysia's major energy service provider. This study assists the company in closing the gap and enhancing the offerings of self-service kiosks to boost customer satisfaction and manage customer experience.