Project Dissertation

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    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.
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    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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    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.
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    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.