Developing an online laundry service quality framework

Developing an online laundry service quality framework

The purpose of this study was to explore the customers' assessment and thedimensions that influence customers' purchase and repurchase intention of LarasOnline Laundry Service in order to develop the online laundry service qualityframework. A qualitative research design with a single-case...

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Main Author: Hana Afifah
Format: thesis
Language:eng
Published: 2019
Subjects:
HD Industries
Land use
Labor
Online Access:https://ir.upsi.edu.my/detailsg.php?det=5391
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id oai:ir.upsi.edu.my:5391
record_format uketd_dc
institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HD Industries
Land use
Labor
spellingShingle HD Industries
Land use
Labor
Hana Afifah
Developing an online laundry service quality framework
description The purpose of this study was to explore the customers' assessment and thedimensions that influence customers' purchase and repurchase intention of LarasOnline Laundry Service in order to develop the online laundry service qualityframework. A qualitative research design with a single-case study approach wasemployed to answer the research questions. The conceptual framework of this studywas based on the theory of E-S-QUAL developed by Parasuraman, Zeithaml, andMalhotra. Twenty nine customers were selected as a sample by purposive samplingmethod. All of the participants were interviewed face-to-face by the researcher. Theresearcher conducted the observation of the online laundry service in actual settingand collected the documents of Laras Laundry as part of the data collection. Thematicanalysis on the interview data was performed by using ATLAS.ti to identify the themeemerged from the data. The result showed that the online laundry service qualityframework consist of eight dimensions namely (1) easy and flexible, (2) fast, (3)hygiene, tidy, and fragrant, (4) trustworthy, (5) friendly employee, (6) reliable andresponsive, (7) personality and social network, and (8) effective and efficient, whichinfluenced customers' purchase and repurchase intention. In conclusion, the empiricaldata confirmed the eight dimensions that are critical in developing a quality onlinelaundry service framework. The implication of this study is the introduction of theeight dimensions of the framework into the current online laundry service, whichcould enhance their service quality and grow their business.
format thesis
qualification_name
qualification_level Master's degree
author Hana Afifah
author_facet Hana Afifah
author_sort Hana Afifah
title Developing an online laundry service quality framework
title_short Developing an online laundry service quality framework
title_full Developing an online laundry service quality framework
title_fullStr Developing an online laundry service quality framework
title_full_unstemmed Developing an online laundry service quality framework
title_sort developing an online laundry service quality framework
granting_institution Universiti Pendidikan Sultan Idris
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2019
url https://ir.upsi.edu.my/detailsg.php?det=5391
_version_ 1747833189638864896
spelling oai:ir.upsi.edu.my:53912020-11-23 Developing an online laundry service quality framework 2019 Hana Afifah HD Industries. Land use. Labor The purpose of this study was to explore the customers' assessment and thedimensions that influence customers' purchase and repurchase intention of LarasOnline Laundry Service in order to develop the online laundry service qualityframework. A qualitative research design with a single-case study approach wasemployed to answer the research questions. The conceptual framework of this studywas based on the theory of E-S-QUAL developed by Parasuraman, Zeithaml, andMalhotra. Twenty nine customers were selected as a sample by purposive samplingmethod. All of the participants were interviewed face-to-face by the researcher. Theresearcher conducted the observation of the online laundry service in actual settingand collected the documents of Laras Laundry as part of the data collection. Thematicanalysis on the interview data was performed by using ATLAS.ti to identify the themeemerged from the data. The result showed that the online laundry service qualityframework consist of eight dimensions namely (1) easy and flexible, (2) fast, (3)hygiene, tidy, and fragrant, (4) trustworthy, (5) friendly employee, (6) reliable andresponsive, (7) personality and social network, and (8) effective and efficient, whichinfluenced customers' purchase and repurchase intention. In conclusion, the empiricaldata confirmed the eight dimensions that are critical in developing a quality onlinelaundry service framework. The implication of this study is the introduction of theeight dimensions of the framework into the current online laundry service, whichcould enhance their service quality and grow their business. 2019 thesis https://ir.upsi.edu.my/detailsg.php?det=5391 https://ir.upsi.edu.my/detailsg.php?det=5391 text eng closedAccess Masters Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi Abu-Assi, H.A., Al-Dmour, H.H. & Al-Zu'bi, Z. M. (2014). Determinants of Internet Banking Adoption in Jordan. International Journal of Business and Management, 9(12), 169 -196.Afifah, H. & Salleh Hudin, N. (2017). Customers' assessment of online laundry service.lntemational Journal of Business and Management, 1(2), 174 - 181-.Afifah, H. & Salleh Hudin, N. (2018). Customers' Use Intentions of Using Online LaundryService. International Journal of Business and J\fanagement. 2( 1), 83-90.Agha, A.M (2017). E-Service Quality Factors Impacting Customers Purchase Retentionin E-Retailing in Malaysia. 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