The title of this research is “Factors Influencing Millennials' Satisfaction with E-Calling Service in Malaysia”. The objective of this study is to assess the variables that influence customer satisfaction among millennials with e-calling services. This research will examine "Factors Influencing Millennials' Satisfaction with e-Calling Service in Malaysia". This research examined the relationship between price, security, accessibility, convenience and convenience, and millennials' satisfaction with e-calling services.
Research Overview
- Introduction
- Research Background
- Problem Statement
- Research Objectives
- General Objectives
- Specific Objectives
- Research Questions
- Proposed Hypothesis
- Research Significance
- Brief Limitations of Study
- Delimitation
- Conclusion
Customer satisfaction is one of the crucial elements in managing the relationship between email service providers and their customers. In the next chapter, Chapter 2 will examine the theory used in this study and the literature review of the factors that influence the Millennial's satisfaction with email services. The relationship between the factors and customer satisfaction on email services will be further discussed and explained in the next chapter.
Literature Review
- Introduction
- Underlying Theories
- Review of Variables
- Customer Satisfaction
- Price
- Safety
- Accessibility
- Comfort
- Convenience
- Overview of Millennial
- Conceptual Framework
- Hypothesis Development
- Price
- Safety
- Accessibility
- Comfort
- Convenience
- Conclusion
Yeboah (2015) indicates that safety has a positive and significant relationship with customer satisfaction towards taxi services in Ghana. 2017) indicates that the safety and security of the bus services have a strong relationship with customer satisfaction in Dhaka city. Balachandran & Hamzah (2017) state that the comfort of email services is the most influential factor and has a relationship with customer satisfaction.
Methodology
- Introduction
- Research Design
- Sampling Design
- Target Population
- Sampling Frame
- Sampling Technique
- Sampling Size
- Data Collection Method
- Primary Data
- Pilot Test
- Questionnaire Design
- Data Analysis Tool
- Descriptive Analysis
- Reliability Analysis
- Inferential Analysis
- Data Processing
- Conclusion
In this research, the questionnaire will be distributed through social media platforms and communication applications. In this research, convenience sampling will be used as a sampling technique to collect questionnaires from the target population. In this research, the quantitative data collection method will be used to collect data from the target respondents.
A Google Form questionnaire will be distributed to the respondents and collect information and data from their responses. The questionnaire will be distributed through different platforms such as social media platforms and communication applications. In this research, the questionnaire will be used as a tool to obtain primary data from the target respondents.
In this research, a brief introduction of the researcher and the purpose of the research will be attached to the cover of the questionnaire. In this research, Cronbach alpha test, Pearson correlation analysis and multiple regression will be used to test and analyze the data collected from the questionnaire. In this research, Statistical Package for the Social Sciences (SPSS) software will be used for data processing.
The questionnaire will be distributed to the target respondents and SPSS software will be used to facilitate the data analysis process.
Data Analysis
Introduction
Descriptive Analysis
They are divided into frequency of less than once a month, at least once a month, 2-4 times a month and over 5 times a month. The reasons are divided into five categories, namely work, school, vacation, shopping, entertainment and other reasons.
Central Tendencies Measurement of Construct
The question with the highest average is PR2 with a value of 4.43 and the question with the lowest average is PR1 with a value of 3.48. In addition, the question with the highest standard deviation is PR1 with a value of 0.851 and the question with the lowest standard deviation is PR2 with a value of 0.578. The question with the highest average is SF1 with a value of 4.39 and the question with the lowest average is SF2 with a value of 3.74.
Additionally, the question that has the highest standard deviation is SF2 with a value of 0.770 and the question that has the lowest standard deviation is SF1 with a value of 0.540. The question with the highest mean is AS1 with a value of 4.46 and the question with the lowest mean is AS6 with a value of 3.53. Additionally, the question that has the highest standard deviation is AS6 with a value of 0.829 and the question that has the lowest standard deviation is AS4 with a value of 0.520.
The question with the highest mean value is CF4 with a value of 4.56 and the question with the lowest mean value is CF2 with a value of 4.16. Furthermore, the question with the largest standard deviation is CF2 with a value of 0.599, and the question with the smallest standard deviation is CF1 with a value of 0.499. The question with the highest mean value is CV3 with a value of 4.49 and the question with the lowest mean value is CV4 with a value of 3.36.
Also, the question that has the highest standard deviation is CV4 with a value of 0.866 and the question that has the lowest standard deviation is CV1 with a value of 0.518.
Reliability Analysis
Inferential Analysis
- Pearson Correlation Coefficient
- Multiple Regression Analysis
The first hypothesis (H1) stated that there is a relationship between price and millennials' satisfaction with e-hailing services in Malaysia. From this it can be concluded that there is a significant relationship between price and customer satisfaction among Millennials with e-hailing services in Malaysia. The second hypothesis (H2) stated that there is a relationship between millennials' safety and satisfaction with e-hailing services in Malaysia.
From this it can be concluded that there is a significant relationship between safety and customer satisfaction among Millennials with e-hailing services in Malaysia. The third hypothesis (H3) stated that there is a relationship between millennials' accessibility and satisfaction with e-hailing services in Malaysia. From this it can be concluded that there is a significant relationship between accessibility and customer satisfaction among Millennials with e-hailing services in Malaysia.
The fourth hypothesis (H4) stated that there is a relationship between comfort and millennials' satisfaction with email services in Malaysia. This can be concluded that there is a significant relationship between comfort and customer satisfaction among Millennials with email services in Malaysia. The fifth hypothesis (H5) stated that there is a relationship between convenience and millennials' satisfaction with e-mail services in Malaysia.
From this, we can conclude that there is a significant relationship between convenience and customer satisfaction among millennials with e-calling services in Malaysia.
Conclusion
Discussion, Conclusion and Implications
Introduction
Summary of Statistical Analysis
- Summary of Demographic Information
- Reliability Analysis
- Summary of Inferential Analysis
A large number of respondents participating in the survey are from the age group of 21-25 years old, which contributed 63.47%, while the respondents from the age group of 36-42 years old consisted of only 8 respondents, or 2.95 % of the total. collected data. In addition, most of the respondents hold a degree: 217 respondents (80.07%), while only 4 respondents (1.48%) hold a master's degree or higher. In addition, more than 80% of respondents, or 240 respondents, selected Grab as their most used e-reporting service.
149 respondents or 54.98% travel with e-address for shopping malls or other entertainment purposes, while only 2 respondents (0.74%) chose other reasons for traveling with e-address. The total Cronbach Alpha scores for each of the variables in this study were accepted by the analysis as ranging from 0.823 to 0.896. Based on Table 5.2, the result of multiple regression is shown for each independent variable, which shows that all hypotheses were supported in this study with a significant value of less than 0.05.
Discussion of Major Findings
Based on the result, the findings show that Safety has a p-value which is 0.026 which less than 0.05 defines that safety has a direct impact on Millennials' satisfaction with e-hailing services. All the researchers have the same result concluding that security has a relationship with customer satisfaction in the transportation industry, online banking services and the hotel industry. Based on the result, the findings show that accessibility has a p-value which is 0.003 less than 0.05 determines that accessibility has a direct impact on Millennials' satisfaction with e-hailing services.
The researchers concluded that accessibility has a relationship with customer satisfaction in the public transport industry, banking industry and shopping centers. Based on the result, findings show that convenience has a p-value that is 0.002 less than 0.05, which can prove that accessibility has a direct influence on Millennials' satisfaction with email services. The researchers concluded that there is a relationship between convenience and customer satisfaction in the transportation and hospitality industries.
Customers will prefer a comfortable vehicle when traveling by e-hailing service or taxi. Based on the results, the findings show that convenience has a p-value of 0.013 less than 0.05, which can prove that convenience has a direct impact on millennials' satisfaction with e-calling services. This study demonstrates that convenience in terms of transportation service availability, waiting time, and ease of payment can influence customer satisfaction.
Implications of Study
Findings also show that Security has the highest P-value, but it is still lower than 0.05 and is considered to have a high impact on customer satisfaction with email services. The government and service providers of e-mail should work together to establish related rules, regulations and policies to ensure that the e-mail application is safe to use by the users and to ensure that the passenger is safe while traveling through the drivers' self-prepared vehicles. Both parties must ensure that the e-mail drivers comply with the policy to ensure the safety of the passengers.
Limitations of Study
Some of the factors under quality of service such as tangibility, reliability, responsiveness, certainty and empathy may be added in the future research for a better and further understanding of the factors influencing customer satisfaction with e-reporting services. In conclusion, we can say that the independent variables in the study, namely price, safety, accessibility, comfort and convenience, are related to customer satisfaction with e-reporting services among millennials. The findings of this research are helpful to both the e-monitoring providers and drivers in managing their customer satisfaction and creating their own competitive advantage in the competitive environment of the e-monitoring services industry.
3, Page www.pjhss.com eISSN: 2415-007X Investigating the Effect of Convenience, Accessibility and Reliability on Customer Satisfaction in the Nigerian Banking Industry. Perceived service value, quality, price fairness and service recovery shape customer satisfaction and satisfaction. An integrated model of service quality, price fairness, ethical practice and customer perceived value for shared economy platform customer satisfaction.
Influence of Service Quality on Customer Satisfaction: A Study of Minicab Taxi Services in Cape Coast, Ghana. Effect of Servqual and accessibility on customer loyalty through customer satisfaction (Study at Ternate Jati Land Mall). Comparative study of customer satisfaction towards the services of E Hailing in Malaysia and Thailand.
Identification of Existing Bus Service Condition and Analysis of Customer Satisfaction of Bus Service in Dhaka City. The Effect of Price and Product Quality on Customer Satisfaction and Customer Loyalty at Madura Batik. Investigating the Effect of Service Quality on Customer Satisfaction Case Study: Ride-Hailing Service in Malaysia.
Recommendations for Future Study
Conclusion
