Browsing by Author "Mas'od, Adaviah"

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E-Service Quality of Online Banking and its Influence on Customer Satisfaction: The Case of Bank Islam Malaysia Berhad (BIMB)
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Azman, Nur Fazira; Mas'od, Adaviah; Chin, Thoo Ai; Sulaiman, Zuraidah
Currently, customers are highly supportive in adopting technological innovations, particularly during this pandemic of Covid-19, as they will have a higher belief and dependency in many online transactions. Online banking is one of them. Online banking is a type of financial intermediation that allows individuals to do transactions via internet. Online banking also refers to businesses that uses technology to deliver competitive services to consumers via online. Many business research stated that technology advances are one of the most effective strategies to improve service quality and to meet customer demands and satisfactions. Besides that, using e-commerce that related to the online banking facilities is a vital strategy nowadays by many retailers in developed or developing countries. It enables customers to conduct their transactions without having to leave their homes or workplaces, thus lessen the efforts, and make customer feel convenient to experience the purchase of online product or services. In addition, online banking can also help consumers to manage their finances more efficiently. This will lead to the fulfilment of satisfying the consumers, and to strive in the business. However, are all online banking which developed by many banks fulfilling the service quality requirements? Therefore, the objective of this study is to investigate the factors that influencing customer satisfaction with online banking of Bank Islam Malaysia Berhad (BIMB). Using E-SERVQUAL (privacy & security, reliability, responsiveness, site organization, and efficiency) this study used quantitative approach as 100 set of questionnaires were distributed and were analyzed using SPSS software.
Effect of Reference Price toward Customer Purchase Intention on Frozen Food: A Case Study at Restaurant Vegetarian
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Qing, Teo Kar; Mas'od, Adaviah; Sulaiman, Zuraidah; Chin, Thoo Ai; Zakuan, Norhayati
Reference price is defined as the price assumption needed to pay by customers by referring to the actual price of the products. Reference price can be appeared in terms of internal (memory-based) or external (stimulus-based). Customers tend to act sensitively as the reference pricing can change their perception of its value. On the other hand, food prices increase faster than average inflation globally with the start of Covid-19 pandemic. Therefore, the price of a customer willing to pay for products and services depends on its utility. In this study, researcher aims to examine the effect of reference price including price history, store visit history, customer characteristics, store environment and product category on customer purchase intention. Quantitative method was conducted by distributing 110 set of online questionnaires through Google Form. Target respondents will be selected from the individuals who have the buying experience at Restaurant Vegetarian S.I Jin Wei by using the purposive sampling technique. Researcher will convert all the data collected from respondents into SPSS computer software for data analysis to obtain the findings. To conclude, all these findings will definitely enhance customer purchase intention and improve the understanding among sellers and buyers on customer needs and wants.
Measuring Customer Satisfaction for Courier Services Using SERVPERF: A Case Study of Ninja Van
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Saim, Siti Amira; Mas'od, Adaviah; Chin, Thoo Ai; Sulaiman, Zuraidah; Zakuan, Norhayati
Customer satisfaction is a metric that evaluates how satisfied customers are with a business's products, services, and capabilities. Information on customer satisfaction, such as surveys and ratings, can aid a firm in determining how to enhance or modify its products and services. The primary goal of any business should be to satisfy its customers. This remains true for business organisations, retail and wholesale businesses, government agencies, service enterprises, non-profit organisations, and every subgroup within a company. To increase customer satisfaction, companies should meet their expectations. The objective of this study is to look at the level of customer satisfaction towards the courier services such Ninja Van. This study uses a SERVPERF model (Tangible, Assurance, Reliability, Responsiveness, and Empathy), and quantitative approach using online survey were disseminated to 100 respondents using convenience sampling method. Statistical analysis using SPSS is used to measure the level of customer satisfaction towards the courier company (Ninja Van) services.
Perceived Enjoyment, Impulse Buying Tendency and Gamification Factors in E-Commerce Sites
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Kadir, Muhammad Farhan Izzuddin Abd; Sulaiman, Zuraidah; Chin, Thoo Ai; Mas'od, Adaviah
With the booming of online shoppers in Malaysia, more e-commerce players such as Shopee and Lazada, are taking a step further to improve their platforms in gaining more customers. As such, many initiatives have been taken into consideration to differentiate the e-commerce platforms from one another. In particular, this study posits that gamification can influence the consumers purchase intention which result in positive online purchase intention. Despite the increase in studies on gamification, most of the extent studies treat gamification as a uniform or unidimensional concept comprising of multiple elements. Hence, in this study, gamification will be classified as multidimensional and distinct factors i.e., reward as an economic-related gamification factor and level upgrading as the achievement-related gamification factor. Guided by the Stimulus-Organism-Response (SO-R) model, this study will attempt to investigate into digital environment as a stimulus. In specific, this research will expand the S-O-R model by introducing gamification elements as potential factors that could promote perceived enjoyment in consumers while they are using the e-commerce platform. Concurrently, this study will also uncover the moderating role of impulse buying tendency (IBT) that could further explain the nature of the relationship between perceived enjoyment and online purchase intention in ecommerce platform given the contexts of Lazada and Shopee. Data will be collected from at least 400 Malaysia online shoppers which have at least 3 months of experience in using Shopee or Lazada by using an online survey questionnaire. All measurement items used are adopted and adapted from prior established studies and Partial Least Squares Structural Equation Modeling (PLS-SEM) approach will be utilized for data analysis of the IV, DV and moderator. Meanwhile, respondent demographic background will be analyzed using Statistical Package for Social Science (SPSS) version 20.0. Through the finding of this research, e-commerce players would be able to get an insight and a better understanding of the roles of gamification in influencing online purchase intention in e-commerce platforms. On top of that, by applying the gamification to the S-O-R model, this research could further support the empirical evidence from the existing research. In terms of academic contribution, the findings could be a source to help future research which are related to the field.
Roles of Motivation Opportunity Ability (MOA) Theory and Regulatory Focus Theory on Sustainable Apparel Purchase Intention
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Hasbullah, Nornajihah Nadia; Sulaiman, Zuraidah; Mas'od, Adaviah; Chin, Thoo Ai
Recent decades have witnessed the notably high demand for fashion that led to the emergence of mass production of apparel. Fashion consumers have begun to excessively crave goods at low prices, yet with exceptional quality and design, thus generating escalated purchases. Nevertheless, combining this practice with looming environmental concerns definitely poses a challenge. In order to address this particular issue, sustainable apparel movement has been initiated within the apparel and textile industry. The advent of such apparel is capable in minimizing consumption, mainly because the product is made of sustainable and high-quality material, possesses timeliness style, and most importantly, reduces the adverse effect and cares for the environment. Unfortunately, the market for this niche product in Malaysia still reflects a slow progress, as retailers need to adapt and understand a wide range of consumers to minimize the adverse impact of the apparel industry on the global environment. Notwithstanding these shortcomings, the current study probed into the motivational drivers that influence consumers' decision making to purchase sustainable apparel. The researcher builds on insights identified from Motivation Opportunity Ability Theory, Self-Determination Theory and Regulatory Focus Theory. This quantitative study involved 324 respondents, who participated in an online survey. The respondents composed of Malaysian millennial generation aged between 21 and 38 dwelling in urban areas. Partial Least Squares-Structural Equation Modelling (PLS-SEM) was utilized to test all proposed hypotheses. The findings of this study revealed that the elements of motivation, opportunity, and ability were positively linked with sustainable apparel purchase intention. There was also a moderating effect of fashion consciousness in the relationships between motivation, opportunity, ability and purchase intention. Meanwhile, the presence of moderating effects of promotion regulatory focus message was noted on all the main independent variables to purchase intention, except for motivation elements. In sum, this study provides complementary insight pertaining to three application theories which are Motivation Opportunity Ability Theory, Sub-theory of SelfDetermination Theory, Organismic Integrated Theory and Regulatory Focus Theory. Apart from that, this study also adding to the limited literature on sustainable apparel, regulatory focus message, and fashion consciousness.
Social Media Influencer and Consumers' Pro-Environmental Behavior in Social Commerce Platform
(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Sugiran, Hanis Syuhada Ahmad; Sulaiman, Zuraidah; Mas'od, Adaviah; Chin, Thoo Ai
The rise of plastic waste in the world today is at a worrisome level. Therefore, leveraging the growth of social media influencers in social commerce platforms allows businesses and organizations to creatively and convincingly implement a feasible marketing strategy to combat this environmental issue. In particular, this study posits that social media influencers can play a vital role in motivating consumers to adopt pro-environmental behaviors to minimize the usage of plastic. Despite the emerging interest in the role of social media influencers in commercial purposes, the extant literature of social commerce is still lacking empirical evidences on social media influencers as motivators of proenvironmental behaviors or in advocating specific environmental issues. Hence to fill this gap, this study aims to shed light on the impact of environmental advocacy delivered by businesses allied with social media influencers in driving the behavioral intention of their audiences in social commerce platforms. Guided by the Social Cognitive Theory (SCT), this study will unveil the role of influencer's storytelling, product-related signals in aesthetic appeals, and post commercial orientation on consumers' consumption intention of zero waste products in social commerce platform. In specific, this study explores the willingness of consumers to seek for more information about the betterment of the environment and their intention to purchase zero waste products to minimize plastic waste as dependent variables. Concurrently, the study will also uncover the mediation role of parasocial relationship (PSR) of social media influencers to address the overwhelming plastic waste issue. Data will be collected from at least 155 active social media users among the Malaysian youth using an online survey questionnaire. All measurement items used are adopted and adapted from prior established studies and Partial Least Squares Structural Equation Modeling (PLS-SEM) approach will be utilized for data analysis. Theoretically, this study aims to expand the Social Cognitive Theory (SCT) especially in extending its triadic reciprocal causation model that currently consists of personal, environmental, and behavioral components. In particular, this study will add theoretical value to the triadic reciprocal causation with the introduction of parasocial relationship (PSR), willingness to search for more information and purchase intention. Findings from this study shall also practically contribute to social media managers and digital content creators by giving them a thorough understanding of social commerce communication and engagement strategy that is suitable in motivating specific behavioral intention of a particular target segment such as pro-environmental behaviors among the youths.