Project Dissertation

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A STUDY OF UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY (UTAUT) MODEL IN THE USE OF PARCEL LOCKER IN LAST-MILE DELIVERY AMONG MALAYSIAN.
(2022) PHUAH CHIA LIANG
Parcel locker is seen to be the new trend in the logistics supply chain that will enhance last-mile delivery as an effective solution. The consumer plays an important role in adopting this new technology. Therefore, this research study aims to focus on the behaviour intention of consumer in the use of parcel locker in last-mile delivery in Malaysia. This study adopts Unified Theory of Acceptance and Use of Technology (UTAUT) model in analysing the behaviour intention of consumer. Questionnaires were distributed to 130 respondents that is below 55 years old and situated in Malaysia. Empirical results could be demonstrated with modified UTAUT model that includes, performance expectancy, effort expectancy, social influence and facilitating conditions; that shows positive determinants to behaviour intention of consumer. Furthermore, the variety results of demographic groups were examined that will encourage and promote benefits in the use of parcel locker in the last-mile delivery within Malaysia.
Factors affecting customer’s intention to purchase e-ticket for public transportation via mobile app in Penang
(2022) NG SHAO JIN
The goal of this study is to show the elements that influence customers' intentions to purchase e-tickets for public transportation via mobile app in Penang. Because of the insufficient and immature development of the online mobile app e-ticketing system, customer intent to purchase e-tickets via mobile app is a main problem that should be identify in order to improve the system's shortcoming. The researcher's theoretical framework and the Technology Acceptance Model (TAM) were utilised as the theoretical underpinning to evaluate the primary factors of security, perceived utility, and perceived ease of use. The primary data was acquired by 100 questionnaire surveys from selected respondents in Penang aged 21 to 46 and above. Multiple Linear Regression is applied in this research for accurate data analysis techniques in order to test the study's premise. The findings show that perceived simplicity of use and perceived usefulness had a favourable link with customers' desire to purchase public transportation e-tickets using an online mobile app. While security has been shown to have no significant link with customers' propensity to purchase public transportation e-tickets via online mobile app. The research were important for the transportation industry. It can be act as a reference for identify the consumers' demand and attitude to develop the mobile app e-ticketing system. This research also benefits the public transportation company and the general public on the future trend and enhance of e-ticketing via mobile app.
Factors that influence SMEs to adopt e-commerce application in Malaysia
(2022) LEE AI QI
Electronic commerce (e-commerce) is a practise of buying, selling, and transferring goods and information via internet. E-commerce has become the major trend in the business market as it managed to promote the business development. Hence, a study is conducted to investigate the relationship between innovativeness, compatibility, and pressure on trading partners towards e-commerce adoption among SMEs in Malaysia. Electronic surveys are distributed to collect relevant data. 58 responses from different sectors are collected. Then, the data is analysed using descriptive analysis, inferential analysis, reliability analysis and linear regression
Factors that influence the Penang Citizen to use Bus Service in Penang
(2022) LIM YHANG
Penang is one of Malaysia's most populous cities, with more than a million residents. As increase in population, it generate more travel demand in the city. Penang is now dealing with a rapid increase in automobile ownership and usage. Increasing road length and new roads result in quicker and longer travels, as well as more automobile trips and ownership, all of which contribute to increased traffic congestion and pollution. One essential answer to this challenge is public transportation. In order to offset the rising prevalence of automobile ownership, public transportation providers are being pushed to focus a greater emphasis on monitoring and improving the services they provide. This study focuses on traveller’s satisfaction with service quality attributes. The questionnaire is distributed to the Penang citizen in order to investigate the factors that influence the customer satisfaction of using public bus. Descriptive, correlation, factor, and regression analysis were used to examine the data. The data might be used by the service provider to research client views of their services. From this research, it showing that public transport able to enhance the traffic quality and air quality.
IMPACT OF E-SERVICE QUALITY, BRAND IMAGE AND TRUST ON CUSTOMER LOYALTY IN SHOPEE
(2022) LOO YAO HEE
With the growth of digital retailing, there are a few factors that have all been identified as essential variables in deciding e-commerce enterprise success through establishing customers’ loyalty. This research is conducted to analyze the impact of e-service quality, brand image, and customer trust on customer loyalty in Shopee. There are 3 independent variables in the research which are e-service quality, brand image, and customer trust. Whereas there is one dependent variable which is customer loyalty. In this research, I applied the survey to 111 customers who experience online shopping on the Shopee platform. The result shows that e-service quality and customer trust have a positive impact on the customer loyalty in Shopee while the brand image is found negatively react to the customer loyalty in Shopee. Besides, this research could as a guide to the e-commerce industry other than Shopee by improving its e-service quality and customer trust to gain customer loyalty to sustain their business operation.
IMPACT OF TRUST, CONVENIENCE AND PERCEIVED VALUE ON THE INTENTION OF ONLINE BUYING BEHAVIOUR IN SHOPEE
(2022) KOK HE LIN
The focus of this research is to examine at the elements that influence the online buying intention in Shopee among the respondents. An individual's desire to acquire a specific commodity or services through the web is known as online purchasing intention. As a result, it's critical to examine how the three aspects affect the intention of online buying behaviour in Shopee. Besides, E-commerce is progressively growing in Malaysia, and it is critical for online merchants to understand which dimensions help them to stand out from their competitors and enhance online purchasing intention. Furthermore, the results for this study were gathered from a group of 119 people that have purchased items through Shopee Malaysia. The data was analysed using the Statistical Package for Social Science (SPSS) version 23.0. The data indicated that all of the components, trust, convenience and perceived value had a favourable impact on online purchase intention. As a consequence, Shopee Malaysia is advised to employ appropriate particular approaches to improve those components, along with the online purchase intention of customers."
INVESTIGATING LOGISTICS SERVICES QUALITY IN OMNICHANNEL FOOD RETAIL INDUSTRY
(2022) TAN JIN WEI
This is a research paper. The purpose of this paper is to investigate the effects of logistics service quality (LSQ) on consumer satisfaction and consumer loyalty in an omnichannel food retail environment. This paper uses an empirical, survey-based approach to collect data from consumers about experiences with omnichannel food retail scenarios Respondents completed the survey, responding to questions regarding their perception on timeliness, availability, and condition component of LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience. Findings of this paper suggests that all three dimensions of LSQ (timeliness, availability, and condition) are distinct in their impact on consumer satisfaction and loyalty. Results suggest that for consumer satisfaction and consumer loyalty, availability shows most significant relations. Timeliness shows positive relationship second to availability, while condition shows equal significance to consumer satisfaction but insignificant to consumer loyalty. Besides that. this research requires additional research to explore other LSQ components and extend the insight of LSQ in omnichannel to a wider and more complete scope. The research also poses implications for the industry, where retailers should acknowledge that for omnichannel consumers, availability is the essential remedy for satisfaction and loyalty."
THE FACTORS AFFECTING CUSTOMER INTENTION IN ADOPTING SELF-SERVICE CHECKOUT AT RETAIL STORE IN MALAYSIA
(2022) NURUL ANIS BINTI AHMAD RAJI
This study examines the customer intention in adopting self-service checkout at retail store in Malaysia. Specifically, all IKEA stores in Malaysia are the selected retail stores for the scope of study. Using a quantitative research method and sampling size of 80 respondents approximately is proven that perceived usefulness and perceived ease of use have significant influence on the customer intention to adopt self-service checkout. The research supports the work of Davis (1989; as cited by Lee, 2008), Renko and Druzijanic (2014) and Tapani (2013) that agrees the factor of perceived usefulness able to solve the issue of long queue in a regular checkout faced by customer by adopting self-service checkout for a faster and less consuming time at the checkout point. On the other hand, the factor of perceived ease of use is supported, too. The work of Davis (1989; as cited by Lee, 2008), Chiu, Fang and Tseng (2010), Lee, Fairhurst and Cho (2011) and Venkatesh (2000; as cited in Gelbrich and Sattler, 2014) agrees that using self-service checkout is likely easy and the manual instructions displayed at the computer screen help customer to operate self-service checkout easier. However, technology of anxiety is the only factor that not supported in this study. As stated by Venkatesh and Bala (2008; as cited by Gelbrich and Sattler, 2014) and Meuter et al. (2003; as cited by Lee, 2008) describes that technology anxiety is a negative trait of individual stimulates by brain to create a mental reaction such as fear, hope and apprehensions when adopting to any form of technology. Lee (2008) concluded that the higher degree of technology anxiety affected the customer experience in using self-service checkout to be a negative behavioural intention, compared to a customer that have lower degree of technology anxiety. On the contrary with the past research, the data analysis of study is showing that customer using self service checkouts at IKEA is not feeling nervous and never try to avoid this checkout point as their express payments method. As results, this study provides analysis of customer intention in adopting self-service checkout at IKEA stores in Malaysia that might be useful to any company that have considerations for further roll-out in installing self-service checkout to their store.
THE FACTORS THAT INFLUENCE RECYCLING BEHAVIOR IN PENANG
(2022)
The level of recycling behaviour among Penang residents/people is still considered to be on the average side. Although there have been several attempts launched by the government as well as by individuals , recycling behaviour in Penang has not yet reached a level that can be considered commendable. The aim of this study is to investigate the factors that influence recycling intention in Penang. This research has several variables to the theoretical framework which are independent variables and dependent variables. The independent variables consist of self efficacy, government incentives, environment concern, and government facilitators while the dependent variables is recycling intention. This survey was conducted among 116 respondents around Penang. The research instrument used was questionnaire by Goggle form. In conclusion, the research has contributed to a better knowledge of the recycling behaviors of Penang residents.
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.
THE IMPACT OF CONSUMER PERCEPTION OF BIO-WASTE PRODUCTS IN CLOSED-LOOP SUPPLY CHAIN
(2022) AGNES LIM JIN YEE
Waste generation from the society has been one of the major factors that cause negative affect in the environment. Although waste management had been practiced by most of the marketers, but the presence of problem for waste is still not able being managed. Therefore, this research is conducted with the aim of examining the impacts of consumers’ perception towards bio-waste products to understand the consumers’ purchasing behaviour. There are two dependent variables and three independent variables. The independent variables include, product involvement, green self-identity and subjective norms; While, dependent variables include, consumers’ intention to purchase and intention to switch. The relating independents variables included were to determine the factors that influence the dependent variables. Underlying in this research, one hundred potential consumers are the sole targeted respondents. It is found that green self-identity has positively impact the consumers’ intention to purchase, but product involvement and subjective norms have not. On the other hand, the findings of this research is found that, product involvement and subjective norms are positively related to consumers’ intention to switch. However, green self-identity is found negatively related to intention to switch. Hence, the research findings have provided some insight and feedback to the respective individuals, marketers and government who were having doubts in this topic. These findings could potentially act as a guide for the respective parties to perform relating green practices accordingly to the consumers’ purchasing behaviour for overcoming their issues, as well as the environmental concerns."
THE IMPACT OF DESIGN, FUNCTIONALITY AND RELIABILITY TO CUSTOMER SATISFACTION IN SHOPEE PLATFORM
(2022) ALVEN LEE WEN JIE
N/A
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.
THE RELATIONSHIP BETWEEN DRIVER ATTITUDES AND RISKY DRIVING BEHAVIOURS AMONG TRUCK DRIVERS IN PENANG
(2022) NOR DAYANA BINTI HUSSNY
The purpose of this study is to determine the relationship between driver attitudes and risky driving behaviour among Malaysian truck drivers. This study uses quantitative methods to analyse the data. A total of 75 study samples were involved in this study. Truckers from logistics companies in Penang were among those studied. The findings of the study found that there is a significant relationship between driver attitudes and risky driving behaviour among Penang truck drivers. While there is no significant link between speeding and risky driving behaviour among Penang truckers. In conclusion, it has been discovered that driver attitudes and risky driving behaviour are very important in ensuring the safety of drivers and road users, which can reduce the risk of truck driver-related road accidents. As a result, all parties play an important role in preventing unwanted incidents from occurring.
THE RELATIONSHIP BETWEEN SERVICE QUALITY, PRICE AND CUSTOMER SATISFACTION TOWARDS COURIER SERVICES IN PENANG.
(2022) LIM JIA YING
With the trend of e-commerce, every industry, and retailers everywhere intend to expand their operations to incorporate online shopping and this new form of retail hence brought set of opportunities as well as challenges to the courier and delivery services industry. The objective of this research is to examine the three service quality dimensions with an additional of price and identify which dimension causes the significant effect towards customer satisfaction. The online questionnaire was distributed for 136 respondents living in Malaysia who experiencing in using courier services to test the 4 hypothesis relationship namely reliability, responsiveness, assurance and price with customer satisfaction. Findings shows that all dimensions of service quality including price have positive and significant relationships towards courier service.
TO STUDY THE RELATIONSHIP BETWEEN POS LAJU’S SERVICE QUALITY AND CUSTOMERS’ SATISFACTION
(2022) LEE ETHAN
It is obvious that customers are important assets for organizations and their satisfaction is a priority to management. In recent years, a lot of companies concern about the customers’ satisfaction because it will affect the company’s reputation, profitability significantly. The service quality has become an aspect of customers’ satisfaction. It had been proven by several researchers that service quality is related to customers’ satisfaction. Purpose: To study the relationship between service quality dimensions and customers’ satisfaction. Method: The research used quantitative data from customers that used Pos Laju’s courier service. The researcher used the software SPSS version 25 to analyse the data collected. Findings: The study showed reliability, assurance and empathy has significant relationship with customers’ satisfaction. Responsiveness do not significant related to customers’ satisfaction. "

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