Measuring customer behavior intention to use self-service laundry in Melaka

Salih Junaid, Ahmed Mohammed (2019) Measuring customer behavior intention to use self-service laundry in Melaka. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

Self-service laundry (SSL) are largely introduced and promoted to replace traditional service encounters. Researchers have been investigating the influencers of SSL adoption. The purpose of the study project is to determine significant perceived factors on using Self-Service Laundry (SSL) in order to find out Malaysian’s behaviour intention towards SST. The outcomes of this study would likewise be able to show that whether user perceived SSL as helpful role or already become a vital role for daily life. In this research include four independent variables, namely perceived ability, role clarity, perceived benefits, and risk to measure the relationship towards behavioural intention on SSL. Subordinate data was used for literature review, the suggested research framework was the results after analysing information from literature review contributed from many researchers. Customer Perceived Service Climate (CPSC) model was adopted for the study with some modification added more perceived factors that has been prove to be significant to SSL in research done by other researchers. Primary data will collect by using questionnaire surveys using probability sampling technique, cluster sampling method, through online self-administered questionnaire. This research found that only perceived ability, role clarity, perceived benefits, and risk are positive related to behavioural intention on SSL. The results of this study contribute to business management as well as government over Malaysia behaviour over using Self- Service Laundry.

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