UPSI Digital Repository (UDRep)
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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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