Post-purchase behavior: consume complaint behavior / Azmi Mat...[et al.]

Consumer complaints are no longer viewed as a negative light to the organization performance. In general, consumer complaints can be used as a benchmark for appraisal of their service quality and an important opportunity for the companies to improve. In other words, complaints play an important indicator to measure the level of service excellent or quality in a product. If there is no complaint from consumers, it is dangerous. It means, consumers do not care at all or they are apathetic towards the services or products offered by the organizations. Hence, consumers should be encouraged to speak up directly to the organization when they experience a service failure as complaints can help companies to be aware of their shortcomings and failures. Therefore, this paper aims to explore the factors affecting consumer complaining behavior as well as to investigate the possible action that consumer will take when they experience a dissatisfaction episode. This study is beneficial for the companies, future researchers and individual consumers as well

Customer satisfaction on e-SERVQUAL in Islamic online banking services / Nurhazirah Hashim …[et al.]

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the most experience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend of a business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make products purchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards Islamic Online Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multiple regression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic online banking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements. Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information also considered a vital action that should be concerned in order to increase the customers’ satisfaction

Online Shopper Satisfaction: Exploring the Impact of e-Service Quality

The advent of online shopping has brought a significant revolution in how individuals exchange goods and services. Online purchasing has gained considerable popularity, especially after the Movement Control Order due to COVID-19. Therefore, this study aims to find the relationship and identify the most dominant factors of e-service quality that affect online shopping. Convenience sampling was used to collect primary data. 250 self-administered questionnaires with four Likert scales were distributed through a social media channel among Klang Valley residents aged 18 years and above. The data was then analyzed using SPPS Version 26. Multiple Regression Analysis was used to investigate the relationship between e-service quality and customer satisfaction. The researcher found a collective significant effect between Customer Satisfaction and all independent variables except Perceived Risk. Convenience was found to be the most dominant factor that influences Customer Satisfaction. Hence, this study can benefit online business owners as they develop appropriate strategies based on the findings to expand their business

Gender Differences Among Hotel Guest Towards Dissatisfaction with Hotel Services in Kuala Lumpur

AbstractDelivering a quality service to consumer is one of the important goals of every organization because it will lead to consumer loyalty. However if a service failure occur finding the source of the dissatisfaction is important in order for the service provider to make improvement or remedy. This study aims to identify the gender differences between male and female in dissatisfaction towards hotel services in Kuala Lumpur. Total of 400 respondents were selected from 20 hotels located in Kuala Lumpur. The respondents’ selection was based on those who have encountered any dissatisfaction with the hotel that they stayed. They consisted of 54.5 percent female with an average age of 29.9 years old and majority of the respondents had tertiary education level. The result indicates that demographically, male reports greater dissatisfaction than female