No abstract

The proliferation of e-commerce has induced the online shopping transactions around the world. The increase trend of online shopping illustrates that there is a dramatic increase in compulsive behavior on online shopping.  Shopping online could give an illusion to the consumers that they are not really spending money and become compulsive for many consumers. By adapting the questionnaires outlined, this study validates the compulsive online shopping scale to measure the compulsive online shopping behaviour in Malaysia context. A survey was conducted with a sample of 221 respondents based on convenience-sampling method in the Klang Valley. The factor analysis showed high reliable test of Cronbach alpha for the scales underlying the compulsive online shopping behavior.

With the surged of mobile apps usage among businesses ever since the outbreak of Covid-19, studies relating to the usage of mobile apps become important. An understanding of it ensuring better services being provided and enhance competitiveness among the mobile apps delivery provider. As such, this study is crucial to gauge the underlying factors that influence the quality of services delivered by the company's mobile apps and determine the user's loyalty. This study specifically examine the impact of SERVQUAL dimensions that comprises of reliability, responsiveness and assurance on customer loyalty and the mediating role of customer trust in the mobile apps delivery in Selangor. Conventionally, SERVQUAL refers to the customer's overall evaluation of service firms' attributes by comparing their expectations and actual performance (Parasuraman et al., 1988). This is a quantitative research, whereby a simple random sampling will be used for selecting the participants from the state of Selangor, Malaysia. An online questionnaire with five-point Likert scale will be applied for data collecting purposes. Partial Least Square Structural Equation Modelling (PLS-SEM) will be used to analyse questions on the SERVQUAL dimension; reliability, responsiveness and assurance, and trust to customer loyalty. This study attempt to offer a comprehensive understanding of trust and customer loyalty in the Malaysian mobile apps delivery. Subsequently, it also provides an insight on the important dimensions necessary in developing quality mobile app delivery. Findings from this study may postulate a theoretical framework for measuring customer loyalty toward the mobile app delivery. In addition, it may aid mobile app delivery industry players plan for better quality mobile app services to retain their customers. This study may also pave ways for future studies such as incorporating other variables to the SERVQUAL model (e.g.: tangibility and empathy) and covering other scope of study.

Businesses must build a solid relationship with the customers to ensure continuous support for companies to succeed. However, for an agricultural commodity such as fertilizer, knowledge of factors that affect the repurchase of fertilizers by Malaysian oil palm farmers is limited in the existing literature. This study aims to understand the determinants of Oil Palm Independent Smallholder (OPISH) farmers’ intention to repurchase the same brand of fertilizers. It emphasizes the role of dealer-farmer relationship quality, the perceived value of Technology Advisory and Transfer Services (TUNAS) officers, and the subjective norm on repurchase intention. The distribution of 1200 questionnaires to OPISH farmers in Peninsula Malaysia, Sabah, and Sarawak led to the applicable return rate of 85.1% (943) completed responses. The multiple regression analysis demonstrated significant positive relationships between TUNAS officers’ perceived value, dealer-farmer relationship quality, and OPISH farmers’ repurchase intention. However, subjective norm had no significant relationship with OPISH farmers’ repurchase intention. The results suggested that selling farming products such as fertilizer requires a strong correlation between the sellers and farmers and the technical advisory personnel. Effective communication between sellers and farmers, continual follow-up programs, and technical advice are essential in developing a continuous relationship. The study’s expressed contribution towards employing the dealer-farmer relationship and perceived TUNAS officers’ value, which received little mentioning in the existing literature.