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  1. Article ; Online: AN INVESTIGATION OF IMPACT OF SERVICE STRATEGY ON CUSTOMER SATISFACTION IN THE BUDGET AIRLINE INDUSTRY IN MALAYSIA

    Jayaraman Munusamy / Shankar Chelliah

    Contemporary Marketing Review, Vol 1, Iss 1, Pp 1-

    A CASE STUDY OF AIR ASIA

    2011  Volume 13

    Abstract: This paper investigates the level of customer satisfaction among the passengers who fly with Air Asia, a budget airline in Malaysia. The factors which investigated are the on-line services, third-party services, fare charging practices, advertisement and ...

    Abstract This paper investigates the level of customer satisfaction among the passengers who fly with Air Asia, a budget airline in Malaysia. The factors which investigated are the on-line services, third-party services, fare charging practices, advertisement and customer services. The independent variable which measured is customer satisfaction. A quantitative approach with a multiple regression analysis was deployed to study the relationship between the independent variables and dependant variable. The findings suggest that there is strong correlation found between the independent variables and the dependent variable as the correlation coefficient for all variables is found to be significant at 0.01 and 0.05 levels. The multiple regression analysis reveals that there is a significant positive relationship exist between on-line services and customer satisfaction; third-party services and customer satisfaction; advertisement and customer satisfaction. The factors such as the fare charging practices and customer services though show a positive relationship with customer satisfaction, but the relationship is not significant. It looks like that the customers are not motivated any further with the fare being charged by Air Asia as passengers are already enjoying. The passengers also are not concerned with the customer services provided by Air Asia as the fares paid are relatively very low. However, the passengers are very concern about the on-line services, third-party services and the advertisement used to communicate with them. Therefore, this study highlights the managerial implications for Air Asia Berhad to improve the on-line services, third-party services and misleading advertisements in order to deliver customer satisfactioncontinuously.
    Keywords On-line services ; Third-party services ; Fare charging practices ; Advertisement ; Customer services ; Customer satisfaction ; Business ; HF5001-6182 ; Commerce ; HF1-6182 ; Social Sciences ; H ; DOAJ:Business and Management ; DOAJ:Business and Economics
    Subject code 650
    Language English
    Publishing date 2011-03-01T00:00:00Z
    Publisher Global Research Society
    Document type Article ; Online
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

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  2. Article ; Online: PERCEIVED BARRIERS OF INNOVATIVE BANKING AMONG MALAYSIAN RETAIL BANKING CUSTOMERS

    Jayaraman Munusamy / Sanmugam Annamalah / Shankar Chelliah

    Journal of Internet Banking and Commerce, Vol 17, Iss 1, Pp 1-

    2012  Volume 15

    Abstract: This study aims to identify perceptual barriers of Internet banking adoption among Malaysian retail banking customers. The per ceptual barrier factors that analyzed were difficulty to operate, hassle to use, unreliable, perceived risk and high connection ...

    Abstract This study aims to identify perceptual barriers of Internet banking adoption among Malaysian retail banking customers. The per ceptual barrier factors that analyzed were difficulty to operate, hassle to use, unreliable, perceived risk and high connection fees. This study employs a quantitative approach using questionnaire survey at selected banks in Malaysia. The results indicate that there are significant barriers exist in the perception of Internet banking adoption among Malaysian retail banking customers. The results indicate several implications for bank managers to change the perceptions of retail internet banking customers.
    Keywords Perceived barriers ; Retail Internet Banking ; Banking customers ; Internet banking adoption ; Finance ; HG1-9999 ; Social Sciences ; H
    Language English
    Publishing date 2012-04-01T00:00:00Z
    Publisher ARRAY Development
    Document type Article ; Online
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

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  3. Article ; Online: INTERNATIONAL DISTRIBUTION STRATEGY

    Dr. Jayaraman Munusamy / Dr. Shankar Chelliah

    Business and Management Review, Vol 1, Iss 1, Pp 1-

    A CASE STUDY IN MALAYSIA.

    2011  Volume 18

    Abstract: Distribution is all about getting your products/services to the right people at the right time with special consideration for profit and effectiveness. This research investigates the relationship between independent variables such as TdC service centre, ... ...

    Abstract Distribution is all about getting your products/services to the right people at the right time with special consideration for profit and effectiveness. This research investigates the relationship between independent variables such as TdC service centre, Telco Dealers, Hypermarkets, Bookstores and internet/Kiosks with the dependent variable, Customer Preferred Channel. A multiple regression analysis was used to confirm the relationship between the independent variables and the dependent variable. The results show that TdC Service Center has a positive relationship with customer preferred channel. Dealers have positive relationship with customer preferred channel. Hypermarkets have no relationship with customer preferred channel. General Stores (Bookstore & Stationery Supplier) have no relationship with customer preferred channel. Internet and kiosks have no relationship with customer preferred channel. Whether the relationship is positive is subjected to further test. For being passive and not pro-active in distribution channels in current stiff competition market, TdC will be left behind in the race of engaging the markets. As such, TdC have to quickly catch up with their competitors to win back TdC market. It is recommended TdC quickly look into the expanding service centre and distributor network as these are very powerful channels, to reach larger market coverage.
    Keywords TdC service centre ; Telco Dealers ; Hypermarkets ; Bookstores ; Internet ; Kiosks and Customer Preferred Channel ; Business ; HF5001-6182 ; Commerce ; HF1-6182 ; Social Sciences ; H ; DOAJ:Business and Management ; DOAJ:Business and Economics
    Subject code 650
    Language English
    Publishing date 2011-10-01T00:00:00Z
    Publisher Global Research Society
    Document type Article ; Online
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

    Full text online

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    Inter-library loan at ZB MED

    Your chosen title can be delivered directly to ZB MED Cologne location if you are registered as a user at ZB MED Cologne.

  4. Article ; Online: Adoption of R etail I nternet B anking

    JAYARAMAN MUNUSAMY / ERNEST CYRIL DE RUN / SHANKAR CHELLIAH / SA NMUGAM ANNAMALAH

    Journal of Internet Banking and Commerce, Vol 17, Iss 3, Pp 1-

    A S tudy of D emographic F actors

    2012  Volume 14

    Abstract: This study focuses on the adoption of retail internet banking among consumers in the Klang Valley, Malaysia and the impact of demographics factors on such adoption behavior . This study adopts a quantitative approach using surveys conducted at banks. The ...

    Abstract This study focuses on the adoption of retail internet banking among consumers in the Klang Valley, Malaysia and the impact of demographics factors on such adoption behavior . This study adopts a quantitative approach using surveys conducted at banks. The results indicate that while the hypotheses pertaining to gender, race, income, educational l evel and occupation were not supported but age is supported. Therefore, the current research indicates that the age of retail banking consumers affects the adoption of internet banking among Malaysian consumers. The result also suggests that consumers in t he age group below 25 years old are the major contributor to the differences. Based on these findings, we conclude that younger consumers are more likely to adopt internet banking. Therefore, the result suggests implications for retail bankers in Malaysia to adopt appropriate strategies to encourage retail internet banking for other age categories of consumers in Klang Valley. By doing so, it enables the banks in Malaysia to save costs of maintaining physical distribution systems through providing bigger scale of Internet retail banking services
    Keywords etail Internet Banking ; Internet Banking Adopters ; Internet Banking Non - adopters ; Demographic Factors ; Consumers . ; Finance ; HG1-9999 ; Social Sciences ; H
    Subject code 303 ; 332
    Language English
    Publishing date 2012-12-01T00:00:00Z
    Publisher ARRAY Development
    Document type Article ; Online
    Database BASE - Bielefeld Academic Search Engine (life sciences selection)

    Full text online

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    Inter-library loan at ZB MED

    Your chosen title can be delivered directly to ZB MED Cologne location if you are registered as a user at ZB MED Cologne.

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