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۱The Impact of Online Customer Experience (OCE) on Service Quality in Malaysia
نویسنده(ها): ، ،
اطلاعات انتشار: World Applied Sciences Journal، بيست و يكم،شماره۱۱، ۲۰۱۳، سال
تعداد صفحات: ۱۱
Nowadays, online product communities have turned into an integral element of Web–based strategies of many corporations. This facility allows customers to be kept in touch with producer companies. Hence, these conditions raising the importance of customer experience in the online environment as well. This quantitative research aimed to develop a new framework to illustrate the determinants of service quality from customer experiences perspective in the online environment in Malaysia. To conduct this study, the four dimensions of customer experience, namely Pragmatic Experience, Sociability Experience, Usability Experience and Hedonic Experience, were at first identified from review of literature. Subsequently, gathering data from 148 respondents in Selangor (Malaysia) was done and the Multiple Regression Analysis was applied to check the associations between each variable and service quality. The developed model covered the 63.7% of variation and showed that service quality is affected by the four identified independent variables significantly.

۲Customer’s Perception Towards Buying Chinese Products: An Empirical Investigation in Malaysia
اطلاعات انتشار: World Applied Sciences Journal، بيست و دوم،شماره۲، ۲۰۱۳، سال
تعداد صفحات: ۹
The emergence of Chinese products and its growing popularity has been a phenomenon for social science researchers. In addition, the “cheap” image of Chinese products together with their product quality have raised the issue to investigate further why customers buy Chinese products and what they perceive before buying. A number of studies already been conducted on the effect of country–of–origin image on customers’ purchase behavior which are mostly in the context of developed countries. Hence, this study attempts to fill the gap that rarely been studied on the consumer’s perception towards buying Chinese products especially on the Malaysian context. The present study has enhanced the understanding of how the customers perceive the Chinese products while making the buying decision. It explores how different perception tools can positively influence their purchase decision. In addition, this study provides practical insights into how the customers use and perceive different product information in different perspectives which may be alien to their cultural background. This study suggests that, the Malaysian consumers are very conscious about quality and price of Chinese products. Therefore, marketers of Chinese product in Malaysia should be very careful about the price, quality and technology advancement of product they are offering in the market place. Finally, although many significant findings have been reported in this study, there are several other tangible and intangible issues that can be improved in future studies.
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