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The influences between e-service quality toward positive and opposition brand referral in Malaysia

Telecommunication sector is one of the drivers in the new digitalization era by providing the basis for business expansion and flow of investment through the communication. In Malaysia, this sector had faced some of the challenge regarding the customer perception which led the industry facing some n...

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Main Authors: Ayob, Nur Hidayah, Md Juperi, Nurul Zahidah, Ramli, Mohd Safwan, Mohamad Razali, Nur Hanisah, Ramdzan Ali, Al Amirul Eimer
Format: Article
Language:English
Published: Human Resource Management Academic Research Society 2023
Subjects:
HF5717 Business communication
Online Access:http://irep.iium.edu.my/108405/7/108405_The%20influences%20between%20e-service%20quality.pdf
http://irep.iium.edu.my/108405/
https://hrmars.com/papers_submitted/19546/the-influences-between-e-service-quality-toward-positive-and-opposition-brand-referral-in-malaysia.pdf
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spelling my.iium.irep.1084052023-11-29T00:33:10Z http://irep.iium.edu.my/108405/ The influences between e-service quality toward positive and opposition brand referral in Malaysia Ayob, Nur Hidayah Md Juperi, Nurul Zahidah Ramli, Mohd Safwan Mohamad Razali, Nur Hanisah Ramdzan Ali, Al Amirul Eimer HF5717 Business communication Telecommunication sector is one of the drivers in the new digitalization era by providing the basis for business expansion and flow of investment through the communication. In Malaysia, this sector had faced some of the challenge regarding the customer perception which led the industry facing some negative brand referral and directed the brand evangelism failed to develop. Therefore, this research aims to identify the influences between e-service quality dimension consist of responsiveness, ease of use, privacy & security, functionality, reliability, efficiency towards the positive brand referrals as well as oppositional brand referrals. Through quantitative analysis, questionnaires were distributed, and the answers were analyzed. Based on the analysis conducted, it was found that reliability, functionality, and ease of use significantly contributed in predicting the positive brand referral. While reliability, privacy, and functionality significantly supported in predicting the oppositional brand referral in Malaysia Human Resource Management Academic Research Society 2023-11-28 Article PeerReviewed application/pdf en http://irep.iium.edu.my/108405/7/108405_The%20influences%20between%20e-service%20quality.pdf Ayob, Nur Hidayah and Md Juperi, Nurul Zahidah and Ramli, Mohd Safwan and Mohamad Razali, Nur Hanisah and Ramdzan Ali, Al Amirul Eimer (2023) The influences between e-service quality toward positive and opposition brand referral in Malaysia. International Journal of Academic Research in Business and Social Sciences, 13 (11). pp. 1-12. ISSN 2222-6990 https://hrmars.com/papers_submitted/19546/the-influences-between-e-service-quality-toward-positive-and-opposition-brand-referral-in-malaysia.pdf
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic HF5717 Business communication
spellingShingle HF5717 Business communication
Ayob, Nur Hidayah
Md Juperi, Nurul Zahidah
Ramli, Mohd Safwan
Mohamad Razali, Nur Hanisah
Ramdzan Ali, Al Amirul Eimer
The influences between e-service quality toward positive and opposition brand referral in Malaysia
description Telecommunication sector is one of the drivers in the new digitalization era by providing the basis for business expansion and flow of investment through the communication. In Malaysia, this sector had faced some of the challenge regarding the customer perception which led the industry facing some negative brand referral and directed the brand evangelism failed to develop. Therefore, this research aims to identify the influences between e-service quality dimension consist of responsiveness, ease of use, privacy & security, functionality, reliability, efficiency towards the positive brand referrals as well as oppositional brand referrals. Through quantitative analysis, questionnaires were distributed, and the answers were analyzed. Based on the analysis conducted, it was found that reliability, functionality, and ease of use significantly contributed in predicting the positive brand referral. While reliability, privacy, and functionality significantly supported in predicting the oppositional brand referral in Malaysia
format Article
author Ayob, Nur Hidayah
Md Juperi, Nurul Zahidah
Ramli, Mohd Safwan
Mohamad Razali, Nur Hanisah
Ramdzan Ali, Al Amirul Eimer
author_facet Ayob, Nur Hidayah
Md Juperi, Nurul Zahidah
Ramli, Mohd Safwan
Mohamad Razali, Nur Hanisah
Ramdzan Ali, Al Amirul Eimer
author_sort Ayob, Nur Hidayah
title The influences between e-service quality toward positive and opposition brand referral in Malaysia
title_short The influences between e-service quality toward positive and opposition brand referral in Malaysia
title_full The influences between e-service quality toward positive and opposition brand referral in Malaysia
title_fullStr The influences between e-service quality toward positive and opposition brand referral in Malaysia
title_full_unstemmed The influences between e-service quality toward positive and opposition brand referral in Malaysia
title_sort influences between e-service quality toward positive and opposition brand referral in malaysia
publisher Human Resource Management Academic Research Society
publishDate 2023
url http://irep.iium.edu.my/108405/7/108405_The%20influences%20between%20e-service%20quality.pdf
http://irep.iium.edu.my/108405/
https://hrmars.com/papers_submitted/19546/the-influences-between-e-service-quality-toward-positive-and-opposition-brand-referral-in-malaysia.pdf
_version_ 1783876136077361152
score 13.211869

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