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Type :thesis
Subject :HD Industries. Land use. Labor
Main Author :Hana Afifah
Title :Developing an online laundry service quality framework
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2019
Corporate Name :Universiti Pendidikan Sultan Idris
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Abstract : Universiti Pendidikan Sultan Idris
The purpose of this study was to explore the customers' assessment and the dimensions that influence customers' purchase and repurchase intention of Laras Online Laundry Service in order to develop the online laundry service quality framework. A qualitative research design with a single-case study approach was employed to answer the research questions. The conceptual framework of this study was based on the theory of E-S-QUAL developed by Parasuraman, Zeithaml, and Malhotra. Twenty nine customers were selected as a sample by purposive sampling method. All of the participants were interviewed face-to-face by the researcher. The researcher conducted the observation of the online laundry service in actual setting and collected the documents of Laras Laundry as part of the data collection. Thematic analysis on the interview data was performed by using ATLAS.ti to identify the theme emerged from the data. The result showed that the online laundry service quality framework consist of eight dimensions namely (1) easy and flexible, (2) fast, (3) hygiene, tidy, and fragrant, (4) trustworthy, (5) friendly employee, (6) reliable and responsive, (7) personality and social network, and (8) effective and efficient, which influenced customers' purchase and repurchase intention. In conclusion, the empirical data confirmed the eight dimensions that are critical in developing a quality online laundry service framework. The implication of this study is the introduction of the eight dimensions of the framework into the current online laundry service, which could enhance their service quality and grow their business.

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