Online ISSN: 2515-8260

Author : Ali, Aeshah Mohd


ASSESSING CUSTOMER VIEWPOINTS IN THE AIRLINE SERVICES

Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4128-4142

This research aims to measure the relationship between service quality, brand image, confidence, and price to satisfy customers. This study was based on consumer expectations in Malaysia's airline industry. Customer satisfaction has become a fundamental problem, especially when the competition is stiff, and consumers have more bargaining power. This research used data-gathering questionnaires. Two hundred respondents attended data collection activities. Survey types consisted of several sections separated by variables. The questionnaire was distributed at Malaysia's three primary airports and completed for a month. Participants volunteered for analysis. Results indicate that the price was not crucial to customer satisfaction. The remaining factors remain optimistic and critical to customer satisfaction. Not only the airline industry, but all logistics service providers can use the findings.

CUSTOMER SATISFACTION IN PUBLIC TRANSPORT SERVICE

Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4108-4127

This research evaluates customer perceptions towards service quality in the public transport services in Kuala Lumpur, Malaysia. Five dimensions from the service quality were measured to identify which dimensions play essential roles in customer satisfaction. The research uses questionnaires to collect data. 300 questionnaires were distributed among the people who commute daily using public transport. Data collection was done at the selected bus station and based on convenience sampling. 221 usable questionnaires were collected for data analysis using SmartPLS. The results indicated that only reliability and tangibles are significant towards customer satisfaction, while the other three dimensions are not supported. The service provider can use the results to study customer perceptions of their services. It can be used to improve their services and gain more trust from the customer.

DETERMINING CUSTOMER EXPECTANCY IN MALAYSIA ON CELLULAR SERVICES

Mohd Faizun Mohamad Yazid; Aeshah Mohd Ali; Sanusi Abdul Manaf

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4143-4149

This study focuses on the customer experience of Malaysia's performance of telecommunications services. The penetration rate in Malaysia has gone over 100 percent, meaning that every person in Malaysia has at least one account registered with the provider of telecommunications. The telecommunications industry rivalry has become fierce because there is a small market between players in the industry. This study using a questionnaire to gather data through random sampling. The analysis used a quantitative approach. Using SmartPLS analysis, one hundred and fifty available respondents were given. The findings show that consumers are more concerned with the service's quality and confidence than with the brand's picture and price. Consumer loyalty was not influenced by brand image and price. One of the critical factors is that for almost identical coverage areas, the services and packages offered are around the same price ranges. For their ongoing long-term strategy, the service supplier would use the result.

ROLE OF PRICE TOWARDS CUSTOMER SATISFACTION

Muhammad Asyraf Hasim; Sanusi Abdul Manaf; Aeshah Mohd Ali

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4179-4190

This study aims to measure the relationship between perceived rates on the branded apparel to consumer satisfaction. Price magnitude, price perception, and alternative prices tested for customer satisfaction are three dimensions of perceived prices. Two hundred and forty questionnaires were distributed, obtaining only 176 available answers. In this survey, a purposive sampling method was used, and information was analyzed using SmartPLS. All aspects of the perceived prices demonstrate a positive relationship with consumer satisfaction. In deciding their pricing strategy and tactics, the findings are essential to the apparel market players. In gaining market share and retaining the market, it is also necessary for new or small competitors to change their marketing strategies.

CUSTOMER EXPECTATIONS IN E-WALLET SERVICES

Muhammad Asyraf Hasim; Sanusi Abdul Manaf; Aeshah Mohd Ali

European Journal of Molecular & Clinical Medicine, 2020, Volume 7, Issue 3, Pages 4160-4178

This research aims to evaluate the variables in Malaysia's e-wallet services that may contribute to customer satisfaction. A financial institution has recently launched an e-wallet as an alternative payment system for customers. To increase their market share, service providers need to consider consumer expectations and find ways to improve customer loyalty. The research used a quantitative approach where questionnaires were used to gather information. Five hundred questionnaires were distributed among students in Kuala Lumpur through Google to different social groups. Within 14 days of the specified grace period, two hundred and twelve usable answers were obtained. In order to get further participation, three updates are typically sent to all the social classes. The findings indicate that three key factors are crucial: quality of service, confidence, and brand image.