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

Assessing the determinants of customer happiness and customer loyalty in fast-food restaurant

The foods industry, particularly the fast-food sector, is rapidly expanding. Not to mention, the restauranteurs from the fast-food industry are competing with one another. In addition, the fast-food restauranteurs are also competing with local eateries. This research aimed to understand better how consumer services' quality and price fairness affect customer satisfaction; and how satisfied customers contribute to happiness and loyalty based on the reformation of attitude theory. Data were acquired through an online self-administered survey from 310 Malaysian customers who had experience consuming fast-food. The PLS-SEM analysis revealed that food quality, physical environment, and price fairness affected customer satisfaction. Interestingly, employees' services quality does not affect customer satisfaction. Consequently, customer satisfaction affects customer loyalty and happiness. In addition, happiness also affects customers' loyalty. Based on these findings, this study suggests some management implications and further research

Influence of perceived value on satisfaction and continuance usage intention: e-hailing services

Customer loyalty is always an agenda that organisations would like to achieve. However, it is not an easy agenda to be achieved. This is not an exceptional agenda for collaborative consumption services particularly in e-hailing services. Therefore, to ensure customer loyalty particularly in continuance usage intention, e-hailing organisations need to focus on users’ perceived value because literature states that perceived value influences users’ satisfaction, and this will lead to customer loyalty. The Partial Least Squares (SmartPLS version 3.2.8) analysis revealed that the customer perceived value which consists of economic value, convenience value, sustainability value and hedonic value positively influence users’ satisfaction and subsequently, users’ satisfaction positively influence users’ continuance usage intention. As a result, e-hailing organisations need to improve and concentrate on their services especially those related to providing economic value, convenience value, sustainability value and hedonic value. Managerial implications as well as the future research directions are duly discussed

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

Factors influencing impulsive buying in live streaming: A conceptual framework

Due to the widespread COVID-19 pandemic, many physical stores are prohibited to function, resulting in the emergence as well as general use of online shopping. This study looks into the effect of perceived value of bundle offers and telepresence values on impulse buying in live streaming. An online survey will be conducted among Malaysian who view live streaming. The expected outcome of this study is that consumers' perceived value of bundle offer and telepresence will be positively correlated with online impulse buying. The first limitation in this study is focusing only on one social media platform with a live streaming function, Facebook. The second limitation could be that all the respondents in this study had experience in using live streaming in Facebook only. This research will benefit live streamer and e-retailer to further understanding consumes' buying behavior. Originality/value: This study identifies the relationship of the perceived value of bundle offers and telepresence with impulse buying in live streaming. Pervious study will either concentrate on the perceived value of bundle offers or telepresence. However, both perceived value of bundle offer and the telepresence will influence impulse buying. Due to that, it is essential to incorporate both the perceived value of bundle offer and telepresence when examine impulse buying in live streaming

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

An application of the service brand verdict model in the evaluation of Japanese household and lifestyle product retail brands

As new entrants to the Malaysian market, Japanese household and lifestyle product retail brands have successfully gained a strong following among consumers of all ages and ethnicities within a short period of time. This study was conducted to uncover the branding elements which are meaningful to consumers during their experience with such retail brands and to ascertain how consumers’ brand evaluations affect their response, feelings and behaviour towards these brands. Using the Service Brand Verdict Model (SBVM) as a basis, data was collected from 662 customers of a large Japanese brand of household and lifestyle product stores using a self-administered survey. Results from the PLS-SEM analysis revealed that customers’ feelings towards the brand and value-for-money are key components affecting their satisfaction towards the brand. Satisfaction positively affects customers’ attitude as well as attachment to the retailer’s brand. Consequently, customers’ satisfaction, attitude and attachment lead to their loyalty towards the brand. In sum, the SBVM has been shown to remain valid and applicable in evaluating more recent retailing concept stores. Furthermore, in building brand loyalty among consumers, aspiring retailers must ensure that their brands appeal to both the consumers’ head (mind; utilitarian needs) and the heart (feelings; emotional needs

Factors driving intention to use e-wallet services in Malaysia

The purpose of this study is to determine the factors influencing technology users' intentions to adopt e-wallet services in Malaysia and utilized the Diffusion of Innovation Theory. A self-administered online questionnaire was used to gather data from 540 Malaysian respondents using a purposive sampling strategy. SPSS version 26 and SmartPLS 3.3.3 was used to analyse the data. Relative advantage and perceived security influence e-wallet adoption intention positively. While trialability and ubiquity have a positive effect on perceived security. It is also interesting to identify that Trialability has a medium effect on perceived security while relative advantage and perceived security have a small effect on usage intention. Ubiquity has a small effect on perceived security. Besides that, the Q-Predict values for usage intention were 0.493 and the PLS-predict demonstrated low predictive relevance. Research limitations/implications: The data was collected in June 2020. At that period of time, researchers did not expect that the adoption of e-wallet would have increase significantly due to the covid-19 pandemic. Practical implications: Organisations should pay attention particularly to trialability because this factor contributes the most towards the perceived security of e-wallet among Malaysian. As they are comfortable with e-wallet services and have confidence in its security, this will encourage adoption especially the late adopters. Besides that, e-wallet services providers should also stress the relative advantage of the usage of e-wallet, particularly in their marketing communication strategy. This research helps to understand what are the critical characteristics that are important for e-wallet adoption, particularly among the Malaysian, because previous research had identified that different countries would have different propensities to use the ewallet. Due to the differences, certain factors such as ease of use, relative advantage, visibility and perceived security need to be given consideration and attention in a country such as Malaysia. As a result, this study will revisit these factors whether these factors will contribute towards Malaysian intention to use e-wallet

The key dimensions of online service quality: a study of consumer perceptions.

Service quality is one of the major aspects of success of any business, including online retailing. This study attempts to identify the key dimensions of online service quality as perceived by the online air ticket buyers. The six key dimensions identified are promptness/ reliability, personalization, website content, flexibility, trustworthiness and ease of navigation. The results further reveal that all these six dimensions have a positive influence on online buyers’ evaluation of overall service quality. Out of these six key dimensions, personalization followed by trustworthiness are identified as the most influential service quality dimensions in achieving a higher level of overall service quality as perceived by online buyers

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