The influence of perceived value on satisfaction in e-hailing services: time as moderating effect

In the last couple of years, Millennials have emerged as the largest user segment of e-hailing services. Although e-hailing services have prospered, there is not much research that fully explores Millennial users’ satisfaction, particularly on e-hailing services. One of the most influential factors leading to users’ satisfaction in e-hailing services is perceived value. The purpose of this study is to determine the aspects of perceived value (economic value, convenience value, symbolic value, sustainability value and hedonic value) that lead to users’ satisfaction and whether time availability moderates the relationship between convenience value and satisfaction. The Partial Least Squares analysis on the data collected from 493 Millennials revealed that economic value, convenience value, sustainability value and hedonic value had a significant impact on satisfaction but not symbolic value. Interestingly, time availability was not found to moderate the relationship between convenience value and satisfaction. The findings are duly discussed in this paper

Key drivers of brand loyalty among Malaysian shoppers: evidence from a Japanese fashion retailer

Due to the uncertain, changing landscape and challenges in the fast-moving fashion retailing market, fashion retailers have to find their way to stay competitive and survive in the market. One of the ways is through effective use of branding. Focusing on a currently leading, Japanese fast fashion retailer (Uniqlo), this research sought to determine the branding attributes which could lead to the formation of brand loyalty among customers. The Service Brand Verdict Model (SBVM) served as the basis for this study’s research model. Through the partial least squares (SmartPLS 3.2.6) analysis on 309 Uniqlo customers, the results showed that merchandise, value-for-money, feelings, self-image congruence and uncontrolled communications are significant aspects that contribute to building brand loyalty among customers. In building intense and active loyalty among customers, both tangible and rational aspects of a brand as well as the imagery and emotional aspects of it need to be integrated in strategic branding decision

Continuous usage intention of e-wallet during the Covid-19 pandemic: A Malaysian Case

The goal of this research is to discover characteristics that influence Malaysians' continued usage intention to use e-wallets as a payment mechanism during the Covid-19 pandemic. Design/methodology/approach: Purposive sampling was utilized to obtain data from 417 Malaysians via a self-administered online questionnaire. SPSS version 26 and SmartPLS 3.3.3 were used to analyse the data. Enjoyment, incentive, convenience, and habit contribute positively towards users’ continuous usage intention on e-wallets. On the other hand, incentive and convenience have a high influence on users' continuing usage of e-wallets, but pleasure and habit have a modest effect. However, the analysis results demonstrate that subjective norm was not significant in determining users' continuous usage intention. The data was collected in Malaysia during the Covid-19 Pandemic. Therefore, the results of this research cannot be generalised to other counties. E-wallet services providers should pay attention particularly users enjoyment, incentive, convenience and habit because these factor will contribute to users’ continuous usage intention on e-wallets. OThis research provides understanding on what are the essential elements of users’ continuous usage intention on e-wallet among the Malaysian during the Covid-19 pandemic. Although past researchers had studied about enjoyment, subjective norms, and habit as the essential elements of users’ continuous usage intention on e-wallet, however health risk, incentive and convenience are other essential elements that are being added into the study. Certainly, these essentials elements needed attention particularly during the Covid-19 pandemic

Male and female technology users’ acceptance of on-demand services

Purpose: This study explores the factors driving intention to adopt on-demand services such as Grab among male and female technology users in Malaysia. An integration of the Extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and the Diffusion of Innovations Theory (DOI) was used in this study. Design/methodology/approach: Using a purposive sampling approach, data was collected from 330 Malaysian smartphone users via a self-administered questionnaire. Of this, 195 respondents were females and 135 were males. Data was analyzed using SPSS 20 and SmartPLS version 3.2.6. Findings: Social influence, facilitating conditions, hedonic motivation and perceived risk affect the intention to adopt on-demand services for female users. For male users, social influence and perceived risk affect their intention to adopt on-demand services. For both genders, immediacy and innovativeness contribute towards performance expectancy and effort expectancy respectively. For performance expectancy, personalization is important for females while compatibility is important for males. Limitation and future research: The generalizability of this study is somewhat limited given that respondents were skewed towards the younger segment. Nevertheless, the study is a stepping stone towards more comprehensive gender comparison studies using multi-group analysis. Practical implications: To foster faster adoption or usage of on-demand services, organizations should emphasize on facilitating conditions and hedonic motivation for female users and downplay perceived risk for male users. Social influence has a powerful presence on the acceptance of ondemand services for both genders. Organizations must ensure the immediacy aspect of on-demand services provided. Performance enhancement abilities of on-demand services should highlight the personalization feature of on-demand services to female users and the compatibility feature for male users. Originality/value: The inclusion of two variables, namely immediacy and personalization, in the framework reflects the state of new technologies in the 21st century. The inclusion of perceived risk lent some balance to the framework as a negative aspect is considered amidst all the other positive predictor variables of adoption

KNOWLEDGE ABSORPTIVE CAPACITY AND PROCESS INNOVATION: THE MODERATING EFFECT OF ENVIRONMENTAL DYNAMISM

A firm’s absorptive capacity through its knowledge-processing capabilities is crucial in increasing the firm’s innovation performance and fostering competitive advantage. The purpose of this study, therefore, was to investigate the relationship between firms’ absorptive capacity and their process innovation performance by taking into consideration absorptive capacity as a multidimensional, dynamic construct consisting of knowledge acquisition, dissemination and utilization capabilities. Furthermore, this study examined the moderating effect of environmental dynamism on the relationship between firms’ absorptive capacity and innovation performance. Data was gathered from 69 manufacturing firms operating in the northern region of Malaysia. The analyses results showed that knowledge dissemination and utilization had a significant, positive relationship with process innovation. It was also found that in highly dynamic environmental conditions, the impact of knowledge acquisition on process innovation is less pronounced. In stark contrast, the impact of knowledge dissemination on process innovation is enhanced during highly dynamic environmental conditions

Assessing the determinants of customer-perceived value and customer satisfaction in e-hailing services: An Importance-Performance Matrix Analysis (IPMA) Approach

AbstractThe rapid growth and success of sharing economy, particularly e-hailing services, have attracted many organisations to participate in this business. As a result, e-hailing organisations need strategies that enable them to compete in the market. One of the strategies that could help e-hailing organisations to stay competitive is to understand users’ perception of value. The aim of this study is to identify the values that users gain when they use e-hailing services. From there, this study also sought to determine the specific values, which contribute to satisfaction with e-hailing services. The Theory of Consumption Value was applied to examine as users’ perceived value with the inclusion of sustainability value. Based on the Partial Least Squares analysis via the software SmartPLS 3.2.8, users’ perceived value, which consists of economic value, convenience value, sustainability value, and hedonic value positively influences users’ satisfaction, while symbolic value negatively influences users’ satisfaction. The Importance-Performance Matrix Analysis (IPMA) results revealed that hedonic value is the most important value that contributes to users’ satisfaction. Theoretical and managerial implications as well as research limitations are duly discussed