ICAM-2021
Permanent URI for this collectionhttp://repository.kln.ac.lk/handle/123456789/23296
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Item 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 AiThe 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.Item 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, NorhayatiCustomer 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.Item Investigate Website Quality and E-Trust for Online Booking Implementation(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Chin, Thoo Ai; Segaran, Subhass Sandran; Sulaiman, Zuraidah; Mas'Od, AdaviahBooking services has been gaining popularity among various industries in the recent years due to rising importance in offering services to consumers in a convenient way. Website has been playing a crucial role in developing customer's perception toward a business which consequently affects decision-making process when it comes to online transactions such as booking. The online booking which initially popular in entertainment, hospitality, and tourism industries has expanded to other industries in the form of appointments scheduling beyond the typical accommodation reservations. This study uses a company which provides home maintenance and domestic electronic repair services with a decline in customer acquisition as a case study. At the first stage, this study investigates website quality and e-trust on online booking system. Further, the study proposes online booking as marketing strategy for the business to overcome their problem using the service innovation. More specifically, the study focuses on the influence of e-trust formed from the website quality attributes on customer's intention to perform appointment booking in a home maintenance service provider's website. This study will adopt the conclusive research design which consists of descriptive research and cross-sectional design to study the relationship between usability, ease of use, entertainment, complementarity, e-trust and online booking intention. Survey instrument will be used and distributed to 200 respondents. This study is expected to help the company using the most influential and significant website quality attributes to enhance its customers' booking intention on the business website. Now, Kaodim and ˜Service Hero' are emerging one stop home maintenance service provider in Malaysian market where it allows customers to book for home electronics repair services through online. Hence, service innovation in the form of online booking option could drive to the growth and development of fields services business.Item 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 AiRecent 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.Item 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, AdaviahWith 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.Item 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, ZuraidahCurrently, 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.Item 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, NorhayatiReference 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.Item Designing Social Media Brand Communication Strategies to Enhance Brand Equity of an Electronic Components Retailer(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Chin, Thoo Ai; Syapri, Fitri Nurliza; Sulaiman, Zuraidah; Shan, Lom HuiSocial media is booming massively, and it has become part of billions of people's daily live around the world. Hence, many firm use social media platform to reach out to bigger audience and increase brand equity. In Malaysia, many companies take the opportunities of leveraging social media communication into their business model. However, some businesses like electronics component retailers rarely use social media for marketing. For instance, a small company selling electronics parts is facing a problem to promote their brand to local and online community. Thus, this study aims to investigate factors to increase its brand equity (brand awareness and perceived quality) via social media brand communication, then design marketing strategies for the company. The quantitative method is used in this research, and a questionnaire instrument is used to gather primary data from respondents online using Google Forms. The target population for this study is 150. This study is expected to be a guideline for the company to use firm and user generated content communication on social media to improve the brand equity.Item Social Media Marketing Strategies to Increase Purchase Intention of a Kindergarten(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Chin, Thoo Ai; Chin, Goh Hui; Mas'Od, Adaviah; Sulaiman, ZuraidahBusinesses nowadays are facing competitive dynamics. Thus, digital technology or digitalization is an integral part to increase businesses' online presence. Due to the Covid19 pandemics, the kindergarten is facing the problem of decreasing purchase intention. This study aims to explore what are the factors and social media marketing efforts that could be used to increase the purchase intention of a kindergarten. A proposed research framework is developed to identify the relationship between the social media marketing element (entertainment and interaction), trust, perceived value and purchase intention. This study uses a quantitative sampling method with expected respondents of 200 people. A set of online questionnaires will be distributed to the targeted respondents. This study is expected to discover the positive and significant relationship between the social media marketing element, trust, perceived value and purchase intention. From the findings, this study suggests the kindergarten to adopt social media marketing in their future marketing plan. This is because entertaining content and interaction on social media are able to build trust and perceived value among the consumers. With trust and perceived value well developed, it is believed that the consumers' purchase intention will be enhanced.Item The Implementation of Social Media Interaction toward Brand Awareness and Brand Image for a Pastry Shop(Department of Marketing Management, Faculty of Commerce and Management Studies, University of Kelaniya, Sri Lanka., 2021) Chin, Thoo Ai; Ying, Yap Kai; Pheng, Hang See; Sulaiman, ZuraidahCovid-19 has wide-ranging effects on e-commerce, technology, business travel and the economy, and has forced the country to close retail stores. Through the pandemic, the usage of online retail applications and e-commerce has increased significantly. This trend has triggered social media to be an effective marketing channel in communicating brandrelated information and stimulating consumers' brand engagement and brand knowledge. However, a traditional pastry shop is facing the problem of low brand awareness and brand image due to low social media interaction. Before designing a social marketing plan for the shop, this study will examine the factors that influence brand awareness and brand image. Quantitative method will be conducted in this study by distributing surveys via Google form. The target population for the study is 200. This study is expected to provide deeper insight in social media interaction for the company to enhance their brand awareness and brand image.