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Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]

This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network f...

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Main Authors: Abdullah, Firdaus, Alwi, Mohd Rashidee, Voon, Boo Ho, Lee, Nagarajah
Format: Article
Language:English
Published: Institute of Research, Development and Commercialization (IRDC) 2008
Subjects:
Customer services. Customer relations
Franchises (Retail trade)
Online Access:https://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf
https://ir.uitm.edu.my/id/eprint/13050/
https://smrj.uitm.edu.my/
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spelling my.uitm.ir.130502022-06-14T03:49:17Z https://ir.uitm.edu.my/id/eprint/13050/ Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.] Abdullah, Firdaus Alwi, Mohd Rashidee Voon, Boo Ho Lee, Nagarajah Customer services. Customer relations Franchises (Retail trade) This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network for longterm continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided. and to determine which dimensions need improvement. Knowing the strengths and weaknesses ofthese dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges . This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increased competition with the development of global academic franchising. Institute of Research, Development and Commercialization (IRDC) 2008 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]. (2008) Social and Management Research Journal (SMRJ), 5 (1). pp. 91-102. ISSN 1675-7017 https://smrj.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Customer services. Customer relations
Franchises (Retail trade)
spellingShingle Customer services. Customer relations
Franchises (Retail trade)
Abdullah, Firdaus
Alwi, Mohd Rashidee
Voon, Boo Ho
Lee, Nagarajah
Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
description This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network for longterm continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided. and to determine which dimensions need improvement. Knowing the strengths and weaknesses ofthese dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges . This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increased competition with the development of global academic franchising.
format Article
author Abdullah, Firdaus
Alwi, Mohd Rashidee
Voon, Boo Ho
Lee, Nagarajah
author_facet Abdullah, Firdaus
Alwi, Mohd Rashidee
Voon, Boo Ho
Lee, Nagarajah
author_sort Abdullah, Firdaus
title Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_short Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_full Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_fullStr Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_full_unstemmed Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_sort measuring and managing franchisee satisfaction : a study of academic franchising / firdaus abdullah ... [et al.]
publisher Institute of Research, Development and Commercialization (IRDC)
publishDate 2008
url https://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf
https://ir.uitm.edu.my/id/eprint/13050/
https://smrj.uitm.edu.my/
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score 13.211869

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