Project Dissertation

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Browsing Project Dissertation by Subject "SOCIAL SCIENCES::Business and economics"

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    THE IMPACT OF AI CHATBOT ADOPTION ON CUSTOMER EXPERIENCE IN E-RETAILING
    (2022) CHEE KAI XIN
    The changes in shopping norm from offline to online due to the outbreak of pandemic and rapid development in the field of artificial intelligence (AI) has redefined customer experience. This brought good opportunities for organisations to provide better customer service by interacting with customers using chatbot. In this research, the factors of AI chatbot that will affect online customer experience in e-retailing market is studied. This paper applies technology acceptance model (TAM) to design a research model and examine the relationship between the usability and responsiveness of chatbot and online customer experience. Quantitative method is used to collect 101 usable online questionnaires from respondents in Malaysia and the data analysis is done using Statistical Product and Service (SPSS). The results show a positive relationship between chatbot usability and online customer experience, while there is no significant relationship between chatbot responsiveness and online customer experience.
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    THE IMPACT OF GREEN SUPPLY CHAIN PRACTICES TOWARDS ENVIRONMENTAL AND OPERATIONAL PERFORMANCES AMONG SMES IN PENANG
    (2022) GERMAINE CHEE JIA LE
    Environmental issues have been one priority concerns in Malaysia. However, the concept of green supply chain practices adoption is still relatively new in Malaysia. Thus, the research in studying the impact of green supply chain management practices toward environmental and operational performance among small and medium enterprises (SMEs) in Penang is conducted. There are four independent variables and two dependent variables in this research. Independent variables including green procurement, investment recovery, eco-design and packaging and reverse logistics. Meanwhile, the environmental and operational performance as the dependent variables. In this research, 40 to 60 SMEs in Penang are the targeted sample population. It revealed that both eco-design and packaging and reverse logistics have positively significant to environmental and operational performance, but both green procurement and investment recovery have not positively significant to environmental and operational performance. Lastly, the research findings have provided some research implications and recommendations to the researchers, industrial practitioners and policymakers who are having interest in this topic. This research also serves as a guideline for companies that tend to implement these green supply chain practices for improving both their environmental and operational performance.