nach oben

Erschienen in:

2021 | OriginalPaper | Buchkapitel

14. e-Service Innovation Through Malaysian Consumer Perspectives: Case Studies of e-Hailing and e-Hypermarket

verfasst von : Nur Fazidah Elias, Ruzzakiah Jenal, Hazura Mohamed, Siti Aishah Hanawi, Hazilah Mohd Amin, Roham Yeganegi, Nur Athirah Nabila Binti Mohd Idros

Erschienen in: Business Innovation with New ICT in the Asia-Pacific: Case Studies

Verlag: Springer Nature Singapore

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

In recent decades, Malaysian Internet usage has rose rapidly. Malaysia Internet penetration rate has achieved 80% or equivalent to 26 million Internet users. With the rapid growth of the internet usage in Malaysia, consumers are now starting to purchase product and services via online medium. This chapter focuses on how Malaysian consumer value online services as alternatives of getting service. The chapter begins with the current trends of e-service in Malaysia. Two online services, e-hailing and e-hypermarket will be discussed. The gathered consumer value will help industry in providing better e-service.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel Value Co-creation Between Stakeholders in Malaysia’s Automotive Aftermarket E-commerce Industry: A Case Study of Sparke Autoparts

Nächstes Kapitel Networked Coordination to Facilitate Secondhand Electronics Recycling and Exchange: A Case Study on Aihuishou

Arman A (2017) Regulating Uber and Grab drivers. New Straits Times, 20 August 1

Baraghani SN (2008) Factors influencing the adoption of internet banking. Lulea University of Technology

e-commerce Malaysia Outlook. Retrieved 12 Jan, 2020, from https://www.statista.com/outlook/243/122/ecommerce/malaysia

Euromonitor International (2018) Hypermarkets in Malaysia. Retrieved 12 Jan, 2020, from https://www.euromonitor.com/hypermarkets-in-malaysia/report

Fauzi MWM, Omar MK, Aziz RA, Zainal Abidin MAH (2018) Factors influencing online buying behaviour of generation Y. Int J Bus Econ Law 17(1):1–9

Flores O, RayleL (2017) How cities use regulation for innovation: the case of Uber, Lyft and Sidecar in San Francisco. Transp Res Procedia pp 3760–3772

Handley H (2016) An Introduction to e-Commerce in Malaysia. ASEAN Briefing. Retrieved 24 Feb, 2020, from https://www.aseanbriefing.com/news/an-introduction-to-e-commerce-in-malaysia/

Kaliappan SR, Alavi R, Abdullah K, Zakaullah MA (2009) Spillover effects of foreign hypermarkets on domestic suppliers in Malaysia. Int J Retail Distrib Manag 37(3):226–249CrossRef

Kemp S, Moey S (2019) Digital 2019 spotlight: Ecommerce in Malaysia. Retrieved 23 Feb, 2020, from https://datareportal.com/reports/digital-2019-ecommerce-in-malaysia

Khan KU (2017) Rideshare/e-hailing in Malaysia. Slaid. Funkada, Malaysia

Lee C (2004) Centre on regulation and competition: Working Paper Series. Competition Policy in Malaysia, Centre on Regulation and Competition, vol 68, pp 1–29

Lim YJ, Osman A, Salahuddin SN, Romle AR, Abdullah S (2016) Factors influencing online shopping behavior: the mediating role of purchase intention. Procedia Econ Fin 35:401–410CrossRef

Mayer RC, Davis JH, Schoorman FD (1995) An integrative model of organizational trust. Acad Manag Rev 20(3):709–734CrossRef

Muda M, Mohd R, Hassan S (2016) Online purchase behavior of generation Y in Malaysia. Procedia Econ Fin 37:292–298CrossRef

Muller, J. (2019). Top 10 e-commerce sites in Malaysia Q4 2019. Retrieved 3 Apr, 2020, from https://www.statista.com/statistics/869640/malaysia-top-10-e-commerce-sites/

National Association of City Transportation Officials (2016) Ride-hailing services: opportunities & challenges for cities. NACTO June 1–11

National eCommerce Strategic Roadmap. Malaysia Digital Economic Corporation (MDEC). Retrieved 21 Feb, 2020, from https://mdec.my/about-malaysia/government-policies/national-ecommerce-roadmap/

Nazura Ngah O, Mohamad HF, Rosli FA (2017) RUU sahkan khidmat e-hailing, Uber, Grabcar lulus. Berita Harian, 27 Julai: 1

Nielsen (2015) The future of Grocery: E-commerce, digital technology and changing shopping preferences around the world. The Nielsen Company April 2015

Idros NANBM (2019) Model Kepuasan Pengguna Perkhidmatan E-Hailing Berasaskan Nilai Cipta-Sama. M.Sc. Thesis. Universiti Kebangsaan Malaysia

Idros NANM, Mohamed H, Jenal R (2020). The use of expert review in component development for customer satisfaction towards E-hailing. Indonesian Journal of Electrical Engineering and Computer Science, Vol. 17(1), pp. 347–356

Ojasalo J (2010) E-service quality: a conceptual model. Int J Arts Sci 3(7):127–143

Ong WJ (1982) Orality Nd Literacy. Methuen & Co., Ltd., New YorkCrossRef

Parasuraman A, Zeithaml VA, Berry LL (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12–40

Parlimen Malaysia (2017) Rang Undang-Undang Akta Pengangkutan Awam Darat (Pindaan). Fasal 30 Pindaan Jadual Pertama Akta 715. 15(2017):1–22

PEMANDU (2014) Annual report 2014 review. Prime Minister’s Department

Prahalad CK, Ramaswamy V (2004) Co-creating unique value with customers. Strategy Leadersh 32(3):4–9CrossRef

Rakuten (2012) Rakuten, INC. Retrieved 12 Jan, 2020, from Rakuten, INC: https://global.rakuten.com/corp/news/press/2012/1031_01.html

Ruangkanjanases A, Techapoolphol C (2018) Adoption of e-hailing applications: a comparative study between female and male users in Thailand. J Telecommun, Electron Comput Eng 10(1):43–48

Sakaran SS, Noor Harifah Mohd, Eboy OV (2018) Socioeconomic factors that affect usage of Grabcar services in Kota Kinabalu city, Sabah. Malays J Bus Econ 5(2):65–77

Sandhu MS, Sidique S, Riaz S (2011) Entrepreneurship barriers and entrepreneurial inclination among Malaysian postgraduate students. Int J Entrep Behav Res 17(4):428–449CrossRef

Shaheen S, Chan N, Rayle L (2017) Ridesourcing’s impact and role in urban transportation. ACCESS Magazine July: 1–9

Silalahi SLB, Handayani PW, Munajat Q (2017). Service quality analysis for online transportation services: case study of GO-JEK. Procedia Comput Sci pp 487–495

Statista (2020) eCommerce Report 2020: eCommerce Malaysia. Retrieved 21 Feb, 2020, from https://www.statista.com/outlook/243/122/ecommerce/malaysia#market-marketDriver

Venkatesh V, Morris MG, Davis GB, Davis FD (2003) User acceptance of information technology: toward a unified view. MIS Q 27(3):425–478CrossRef

Vivoda JM, Harmon AC, Babulal GM, Zikmund-Fisher BJ (2018) E-hail (rideshare) knowledge, use, reliance, and future expectations among older adults. Transp Res Part F: Traffic Psychol Behav 55:426–434CrossRef

Wan Mohamad WNAAB, Fuad AFM, Shahib NS, Azmi A, Kamal SBM, Abdullah D (2016) A framework of customer’s intention to use Uber service in tourism destination. Int Acad Res J Bus Technol 2(2):102–106

Wang HI, Yang HL (2005) The role of personality traits in UTAUT model under online stocking. Contemp Manag Res 1(1):69–82CrossRef

Wei CY, Fauzi ISM, Thenmoley R, Elhussein ESE, Asirvatham D (2018) E-commerce adoption and analysis of the popular e-commerce business sites in Malaysia. Bus Econ J 9(2):1–6

Yeganegi R, Elias NF (2016) Measuring the user acceptance on online hypermarket shopping system based on UTAUT model. Int J Manag Appl Sci 2(2):6–9

Zaini ZMM, Ramli N, Ghani FA, Samsudin A, Hamid M, Jusoff K, Ngali N, Rahmat N, Khalid K, Musa M (2011) Online grocery shopping: the affect of time availability on Malaysian consumer preferences. World Appl Sci J 12:60–67 (Special issues on service sector transforms the economy)

Titel: e-Service Innovation Through Malaysian Consumer Perspectives: Case Studies of e-Hailing and e-Hypermarket
verfasst von: Nur Fazidah Elias
Ruzzakiah Jenal
Hazura Mohamed
Siti Aishah Hanawi
Hazilah Mohd Amin
Roham Yeganegi
Nur Athirah Nabila Binti Mohd Idros
Verlag: Springer Nature Singapore
Buch: Business Innovation with New ICT in the Asia-Pacific: Case Studies
Print ISBN: 978-981-15-7657-7

Electronic ISBN: 978-981-15-7658-4

Copyright-Jahr: 2021
DOI: https://doi.org/10.1007/978-981-15-7658-4_14

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"