Malaysian Customers Research Articles

Factors Influencing Customer Satisfaction with Cashless-Payment Services at Restaurants in Malaysia

Cashless payment is gradually replacing physical currencies in almost every financial transaction worldwide. Since the growth of technology is inevitable, the use of cashless-payment services has increased, especially in the hospitality industry. However, due to the existence of numerous types of cashless-payment systems in the marketplace, consumer acceptance of electronic payment has still been challenging. The use of cashless-payment services has even now remained a barrier for most Malaysian customers due to a lack of information and understanding about how to use such systems. Thus, the purpose of this study is to determine factors that lead to customer satisfaction with cashless-payment services at restaurants in Malaysia and discover the most influence factor leading to customer satisfaction with the cashless-payment services. There are three factors, which are perceived usefulness, perceived ease of use, and perceived risk. 385 complete samples have been collected online, with SPSS used for data analysis. The findings reveal that all the three factors significantly predict customers satisfaction with the cashless-payment services at the restaurants in Malaysia. Among these three factors, the most significant one influencing customer satisfaction is perceived risk. Based on the study’s findings, the pleasure of using cashless-payment services has turned out to be a sense of motivation and willingness for the customers to use them in the future. Consequently, the intention of the customers to engage in electronic-payment transactions is extremely high.

Factors Influencing Consumer Purchase Intention and Adoption Onwards of 5G Mobile Phone in Malaysia

The use of 5G technology signifies a significant progression in mobile telecommunications, offering improved speed, connection and efficiency. The objective of this research is to determine the variables that impact customer purchase intention and subsequent adoption of 5G mobile phones, specifically from the viewpoint of popular shopping platforms in Malaysia. The theoretical framework can be found pursuant to the Technology Acceptance Model (TAM) and the Diffusion of Innovations (DOI) theory. Utilising quantitative surveys to collect extensive data from a varied sample of Malaysian customers who are Shopee subscribers. A total of 413 samples was successfully collected using convenience sampling of Malaysians in the Klang Valley. Findings suggest that factors such as perceived ease of use, subjective norm, and attitude serve a crucial role in determining purchase intention. The online purchasing of 5G mobile phones is greatly influenced by both intention and actual behaviour. The study emphasises the need of using targeted marketing tactics that specifically target these diverse characteristics. Online merchants and mobile phone manufacturers may greatly boost customer trust and adoption rates by improving user experience, offering comprehensive product information, and implementing strong security measures. The study offers vital information for competitors seeking to take advantage of the continuously growing 5G industry in Malaysia.

Accelerating Brand Value: The Role of CSR in Shaping Automotive Brand Reputation and Consumer Preferences

Objective - The increasing concern surrounding automotive product recalls has captured the attention of stakeholders due to the significant potential risks faced by consumers. These recalls have a profound impact on the public perception of automakers. While numerous studies have investigated the relationship between corporate social responsibility (CSR), reputation, and consumer behaviour, there has been a notable lack of research on the influence of CSR and reputation on consumers' intention to purchase automotive brands specifically. To address this research gap, a comprehensive quantitative study was conducted, involving the distribution of questionnaires to 419 automotive customers in Malaysia. Methodology/Technique - The collected data from 419 automotive customers in Malaysia were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), which allowed for the testing and confirmation of both measurement and structural models. Findings – Economic responsibility, legal and ethical responsibility, and philanthropic responsibility were found to significantly affect organizational reputation. However, only economic responsibility and philanthropic responsibility influence the intention to purchase when mediated by organizational reputation. By examining the impact of CSR and reputation on Malaysian customers' intention to purchase, this study provides valuable insights into an underexplored area of research. Novelty - This study contributes to the existing literature by specifically focusing on the influence of CSR and reputation on consumers' intention to purchase automotive brands in Malaysia. It utilizes robust quantitative methods to analyse data from a sizable sample of automotive customers, shedding light on an important aspect of consumer behaviour in the automotive industry that has been relatively understudied. Type of Paper: Empirical JEL Classification: M14, M31 Keywords: Brand Value, Corporate Social Responsibility; Brand Reputation; Purchase Intention. Reference to this paper should be made as follows: Ismail, Z; Mohamed, W.N.W. (2024). Accelerating Brand Value: The Role of CSR in Shaping Automotive Brand Reputation and Consumer Preferences, J. Mgt. Mkt. Review, 9(2), 76 – 86. https://doi.org/10.35609/jmmr.2024.9.2(3)

Exploratory Factor Analysis for Items Measuring of The Tax Auditors’ Performance

Tax auditors play an essential role in tax audits to ensure governments can overcome non-tax compliance issues and protect tax revenues for the nation. Tax auditors are expected to perform their tasks efficiently and effectively in examining the taxpayer’s declaration. The tax auditors' performance determines the success of tax audit implementation. Several factors can influence the tax auditors’ performance, including auditors’ effort, professional skepticism and task complexity. Therefore, this study aims to develop a valid and reliable research instrument to measure tax auditors’ performance using the Exploratory Factor Analysis and internal reliability test (Cronbach’s Alpha). A total of 100 tax auditors from the Inland Revenue Board of Malaysia and the Royal Malaysian Customs Department were selected as respondents to participate in this study. The data was collected using the online Google Forms with 5 Likert scales and was analysed using IBM-SPSS Version 27. The results show that out of 34 developed items, only 30 remained as constructed items. The remaining items were deleted due to the low loading factor of less than 0.40. Thus, this study validated the research instrument to proceed with the Confirmatory Factor Analysis (CFA) in the following step using the validated research instrument.

The relationship of social media celebrities’ attributes and online consumer behaviour towards Malaysian purchase intention

The goal of this study is to investigate the impact that online celebrities had and still have on Malaysian customers' intents and purchasing behaviours. The use and gratification theory, the source credibility model and the source attractiveness model are the three theoretical frameworks that form the foundation of this study. These models provide the foundation for this research. 384 respondents who are older than 18 and use social media provided answers to the questionnaire which takes the form of an online survey. SPSS software (Statistical Package for the Social Sciences) was used for the data analysis and regression analysis was chosen as the method to use in order to establish the significance of hypotheses based on the data collected in order to determine whether or not the data collected supported the hypotheses. This study found that in order for social media celebrities to successfully influence consumers' intentions to make a purchase through the internet, they need to demonstrate that they are reliable, appealing and knowledgeable. In the context of Malaysia, these are the characteristics that are particularly important in determining whether or not a customer will make a purchase over the internet.

Factors Affecting Compliance with Tourism Taxes: Evidence from Malaysia

Due to the fact that tax noncompliance directly impacts the source of national income, the Malaysian government and academic researchers have critically discussed the topic of tax noncompliance. Indirectly, noncompliance has an impact on a nation’s social and economic development. The Royal Malaysian Customs Department (RMCD) is in charge of overseeing and implementing Malaysia’s indirect tax laws. Existing initiatives include boosting penalties, increasing operations and inspections, hiring more enforcement agents, and pursuing tax obligations in court. These activities are largely tied to economic factors. The purpose of the study is aligning with the research’s goal which to highlight the fact that tax payers and policymakers should view and address this issue from non-economic viewpoints for a variety of reasons. First, non-economic variables’ actions are more closely tied to those that can be taken to control taxpayers’ behaviour before noncompliance occurs. Second, noncompliance prevention and control procedures can be improved because they reduce the amount of time, effort, and money needed to resolve the problem after it arises. A conceptual framework on factors that influence the compliance with tourism tax in Malaysia by using the Theory of Planned Behaviour (TPB). The study intends to characterise the behaviour and activities taken by the noncompliant tax payers in Malaysia in order to comprehend their noncompliance behaviour. This research contributes to the broader understanding of tourism tax dynamics and offers practical recommendations for policymakers aiming to enhance compliance and foster sustainable tourism practices.

Consumers’ Preference in Online Purchasing of Ornamental Plants in the Klang Valley, Malaysia

The internet’s growth has opened doors for global sales, particularly in Malaysia, where a rising trend in online shopping is evident. Floriculture entrepreneurs are seizing this opportunity to boost ornamental plant sales online, driven by the increasing internet-savvy Malaysian customer base. Despite the overall surge in online commerce, ornamental plants face challenges in popularity compared to items like clothing or food. Various factors, including plant pricing, quality attributes, and reliable delivery services, influence consumer preferences for online ornamental plant purchases. This study aims to explore the factors influencing consumers toward purchasing ornamental plants online, assess consumer preferences, and understand how these patterns may impact future buying behavior. The conceptual framework includes five independent variables: price, quality, time-saving, convenience, and delivery service, with consumer preferences as the dependent variable. Data was collected from 154 respondents in Klang Valley, Malaysia, experienced in purchasing ornamental plants online, and analyzed using descriptive and mean ranking analysis. Findings show that the key platforms for purchases were Facebook, Shopee, and WhatsApp, with seedlings and adult plants priced under RM20 being the preferred choices. Respondents identified price, quality, time-saving, convenience, and delivery service as crucial factors in their online purchasing decisions. Notably, delivery service emerged as the most influential factor, earning 100% preference. Consumers expressed a strong willingness to buy ornamental plants online if informed about the seller’s quality and packaging methods, as highlighted by a mean score of 4.533. The study emphasizes that consumers prioritize “quality delivery service” when making online purchases. “Convenience” is another key factor, allowing consumers to compare prices before buying. Overall, consumers focus on price, quality, convenience, and time savings in their decision to buy ornamental plants online. Sellers are encouraged to go beyond these factors, employing diverse strategies to attract consumers to the online ornamental plant market.

TRADE POLICY OF THE CUSTOMS MALAYSIA IMPOSED ON WOOD - BASED PRODUCTS

International trade involves the movement of goods and services across the world called an import-export transaction. Every country has limitations which is legislations are required to protect the safety and well-being of the country. Thus, international trade policy is needed to control the entry and exit of goods or services in an orderly and controlled manner through regulations. Malaysia has various trade policies, including tariff and non-tariff barriers that are administered by the Royal Malaysian Customs Department (RMCD). These trade policies are enforced on timber-based products that are imported and exported. The finite amount of raw material of this natural resource requires a mechanism to control its production. This descriptive study based on secondary data aims to identify the trade policy imposed on timber products as well as the implications of the trade policy for this industry and various other parties. It reveals that almost all wood-based goods are subject to an import duty between 0%, 20%, and 35% at the ad valorem rate upon arrival of this commodity at the Malaysian entry point. While the export duty is at a 0% rate on this commodity. At the same time non-tariff barriers which are import and export permits required for this commodity trade. The agencies empowered to approve and issue import/export permits are MTIB for Peninsular Malaysia, SFD for Sabah, and STIDC for Sarawak. Import duty as national income, protecting domestic industry with a balanced market price. Import/export permits are required to control the production of these limited natural resources. Malaysia has to review and analyze the trade policies to ensure comprehensive and competitive trade liberalization and justice globally.

Effect of Microwave-Assisted CO2 Pyrolysis on the Production of Activated Carbon from Confiscated Cigarettes

Confiscated cigarettes are a significant problem worldwide, and in Malaysia, the Royal Malaysian Customs Department (RMCD) Perlis had confiscated 1.5 billion sticks of cigarettes from 2016 to 2019 and the cost of disposal reached RM1.2 billion. Confiscated cigarettes are commonly disposed by incineration which can cause environmental pollution. In this study, the cigarette tobacco was converted into activated carbon (AC) via microwave-assisted CO2 pyrolysis. The tobacco was first carbonized at 300℃, followed by carbon dioxide (CO2) activation under microwave heating. The highest yield, 31% was obtained at 616W for 6 min. The BET surface area for tobacco, char and the best AC produced were 1.99, 1.21 and 1.69 m2/g, respectively. Response surface methodology (RSM) of dye removal from AC showed that the optimum condition with the best adsorption properties was achieved at 364 Watt for 2 minutes, which resulted in 87.4% removal of methylene blue (MB). Due to the low surface area, the capability of the AC to adsorb MB dye might be assisted by a diversified factors that contributes to the adsorption mechanism. Modelling of the adsorption data also showed that the adsorption process occurs in multilayers of the adsorbent, best fit to the Freundlich isotherm. Microwave-assisted CO2 pyrolysis shows potential in the production of AC from tobacco and could be further improved to increase the surface area.

Uncovering the Intention to Use Digital Banking Services among Commercial Banks' Customers: Structural Equation Modelling Approach

Digital banking in Malaysia has seen significant growth in recent years. The government actively promotes digital financial services and regulatory bodies supporting fintech innovation. However, the factors influencing Malaysians' behavioural intention to use digital banking services still need to be discovered. Hence, this study investigates the factors influencing Malaysian customers' willingness to use digital banks. The study examined the factors influencing the attitude and intention to use digital banking in Malaysia among 562 commercial bank customers using the Technology Acceptance Model. The findings revealed that perceived ease of use has a positive and significant effect on perceived usefulness; perceived ease of use and perceived usefulness both have a positive and significant effect on attitude; and perceived trust has a positive and significant direct effect on attitude and intention. Finally, it was discovered that attitude positively and significantly mediated perceived trust and intention to use digital banking among bank customers. Hence, this study has proven that all seven hypotheses were supported. The study found practical implications that policymakers, bankers, and fintech players could use in creating a policy encouraging Malaysians to use digital banking services. Hence, it will assist the government and financial institutions towards digital banking development.

Boosting the Intention to Purchase Online: An analysis of e-service quality among customers

This study intends to investigate the impact of e-service quality on Malaysian customers' propensity to make online purchase. Data collection was performed by distributing questionnaires to online shoppers in Klang Valley, Malaysia by employing purposive sampling technique. A total of 212 questionnaires were usable for data analysis by using PLS-SEM method. According to the findings, the likelihood to purchase online was positively impacted by all the e-service quality dimensions namely trust, shopping enjoyment, website design, and privacy. This study also discusses the practical implications and put forward several recommendations to be considered by future researchers.

Price, Service Quality and Food Quality: Which has the most Influence on Malaysian Customers Purchase Behaviour of Fast Food?

This paper empirically investigates the most influential attribute between price, service and food quality that influences Malaysian consumers' purchase behaviour of fast food. Using a quantitative approach, the experience of Malaysian young generation was tapped and by using a self-administered survey, 385 questionnaires were successfully collected. Through a series of analyses; frequency, descriptive and linear regression, some useful insights were obtained. The findings clearly revealed that despite support from other previous studies, price, service quality and food quality influence customers purchase behaviour but price is the prominent element that influences young Malaysian customers’ purchase behaviour of fast food. Besides enhancing the body of literature, the findings have undoubtedly drawn several practical implications.

Agent Trustworthiness, Electronic Word of Mouth (eWoM) and Social Media Influencer Roles in Purchasing Insurance: A Conceptual Paper

Agent trustworthiness, Electronic Word of Mouth (eWoM) and Social Media Influencer are among the latest marketing trending due to digitalization of businesses in the world. Agent trustworthiness plays significant role as communication and persuasion medium in convincing customer. Electronic word of mouth marketing can influence people in buying insurance products. This is due to most people are more likely to trust the opinions of people they known rather than advertising messages from outsider. Social media influencer plays vital role in promoting insurance products. As such, this paper aims to investigate the role of Agent trustworthiness, Electronic Word of Mouth (eWoM) and Social Media Influencer in purchasing insurance products among Malaysian customers.

Conflict Resolution Styles and Organisational Performance: The Mediating Role of Cultural Factor

This conceptual paper provides the information on the exploration of conflict resolution styles (integrating, obliging, dominating, avoiding, and compromising) and culture (power distance, masculinity, uncertainty avoidance, collectivism, and long-term orientation) and organisational performance of the Royal Malaysian Customs Department. This study proposes a relationship model of conflict resolution styles and organisational performance and mediating cultural factors for this department

The Physicochemical Analysis and Anthocyanin Level of Malaysian Purple Sweet Potato Cracker

Purple Sweet Potato (PSP) in Malaysia is an abandoned crop. Even though it has various health benefits and nutritional values, consumers, especially Malaysians, still lack purple sweet potato consumption. It has a high dietary fibre content, a low glycemic index, and contains proteins, minerals, polyphenols, and anthocyanin. The National Health Morbidity Survey (Malaysia) in 2019 reported that 94% of Malaysian adults lack fiber consumption in their dietary patterns. As a result, it may become an alternative crop for individuals who consume less nutrients and fibre as a result of dietary choices and health issues. This one-of-a-kind crop also contains anti-oxidative, hepatoprotective, anti-inflammatory, anti-tumor, anti-diabetic, anti-microbial, anti-obesity, and anti-aging qualities. Due to the lack of a commercial food product based on this crop, it has become an unpopular crop among Malaysians. Purple sweet potato makes only a few Malaysian sweets and traditional snacks. Nonetheless, Malaysian customers continue to ignore it. Thus, Purple Sweet Potato Cracker was made, and a proximate analysis was conducted to examine its physicochemical content. It was found that the newly developed PSP crackers were high in fiber, vitamins, and minerals, as well as in calcium (1332.08 mg/kg) and contained anthocyanins of 6.68 mg/L. Besides that, this special cracker is free from food preservatives without coloring agents and additives. The processing of Purple Sweet Potato Cracker carries important features for small-medium entrepreneurs, which will contribute to the Malaysian economy perspectives, as it has a good potential to be marketed in domestic and international commercial food outlets.

Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called “Structural Equation Model (SEM)” was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.

INVESTIGATING BRAND AWARENESS DURING COVID-19 PANDEMIC IN THE MALAYSIAN HOTEL INDUSTRY

This research aims to investigate brand awareness during the COVID-19 pandemic in the Malaysian hotel industry. It specifically focuses on how brand awareness among Malaysian consumers during the COVID-19 pandemic is influenced by customer engagement and perceived quality. The population of the research consists of the customers who have patronised any hotels in Malaysia. In this research, quantitative method has been used and research data has been obtained via online questionnaires shared on social media. Convenience sampling method was applied and a total of 211 questionnaires were collected. To test the hypotheses, the social science statistical package (SPSS) version 27 was used. The findings clearly demonstrated that brand awareness among Malaysian customers during the COVID-19 pandemic is positively influenced by perceived quality and customer engagement. This study extends the limited literature on hospitality in the Malaysian hotel industry. Additionally, these findings have implications for improving customer engagement, perceived quality, and brand awareness in order to retain customers and gain a competitive advantage.

Situational Perception and Communicative Behaviour of Civil Servants in Relation to the Implementation of Sales and Services Tax (SST) 2.0

The Pakatan Harapan Government has implemented the Sales and Services Tax (SST) 2.0 beginning from 1 st September 2018 to alleviate the burden faced by the people due to increasing cost of living. In this regard, 1.6 million civil servants have the potential to be mobilised as government communication agents to help disseminate information about SST 2.0 to the people. However, not much is known about the situational perception and communicative behaviour of civil servants towards SST 2.0. This study aims to understand the situational perception and communicative behaviour of civil servants concerning the implementation of SST 2.0 based on Situational Theory of Publics. Data were collected from 616 respondents consisting of 209 respondents from the Ministry of Home Affairs (MOHA) and 407 respondents from the Royal Malaysian Customs Department (RMCD). The findings indicated high awareness among MOHA and RMCD staff with regard to SST 2.0. However, MOHA demonstrated passive communicative behaviour while RMCD demonstrated active communicative behaviour. The regression analysis results found that for the MOHA sample, Referent Criterion was the main predictor contributing 30.2% and 28.7% to information processing and information seeking behaviour respectively. While for the RMCD sample, Constraint Recognition was the main predictor contributing 43.5% and 41.6% to information processing and information seeking behaviour respectively. Looking from the theoretical aspect, Referent Criterion contributed significantly to the communicative behaviour of civil servants and should be considered as one of the predictors of communicative behaviour in future studies involving improvements or reforms on existing government policies. Keywords: situational theory of publics; situational perception; communicative behaviour

Factors of contraban cigarettes smuggling in Malaysia

The Royal Malaysian Customs Department takes seriously the issue related to cigarette smuggling activities which due to the study conducted put the smuggled cigarette market and the sale of smuggled cigarettes in this country is the largest in the world. This study aims to examine the issues related to cigarette smuggling in Malaysia. The research methodology is to use the library research method. The findings of the study are based on previous studies. This study focuses on the factors of smuggling in Malaysia. The results of the study can list the main factors that contribute to the widespread smuggling of cigarettes in Malaysia. The findings of this study on the factor of cigarette smuggling can be used as a guide to further improve control and enforcement at the country's entrances. The implementation of research rpelated to the type and form of punishment that can be imposed on those convicted of smuggling prohibited goods, especially contraband cigarettes. The second is the formation of a police community consisting of the general public.

Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context

A service failure in online shopping exacerbates customers’ behaviour towards a brand/webstore. However, service recovery is deemed an instrumental factor to atone for the customer loss after a service failure. To examine this, the current study aims to analyse the relationship between service failure and its downstream effect on the future customer behavioural intentions (i.e., customers’ switching and repurchase. Moreover, this study incorporates the mediating role of service recovery between service failure and customers’ future intentions. The survey technique was employed to achieve objectives by collecting data from 364 Malaysian customers who purchased from any webstore in the last six months. Data was analysed through SPSS 24.0 and SEM-PLS 3.3.3. The results of the study revealed that service recovery has a positive impact on repurchase intention and switching intention. Furthermore, it is observed that due to cultural influences, the effect of service recovery on repurchase intention is less significant as compared to switching intention, which shows that in a specific culture, service recovery is less important than social loss. The practical implications of the study are two-fold. Firstly, the service provider should consider customers' expectations regarding service recovery. Secondly, service providers should not be limited to financial compensation only; instead, they should include non-financial compensation to retain customers from a specific culture.