Aeshah Mohd Ali

The purpose of this paper is to measure the relationship between the functional service recovery and technical service recovery towards customer satisfaction in banking industry. Both functional and technical is equally important in service quality especially in service recovery. The competition among the banking industry especially in major cities in Malaysia is very crucial. The study was conducted in Kuala Lumpur based on the top 10 banks based on the market share. 250 questionnaire distributed but only 212 were usable for the data analysis. The results indicated that both functional and technical service recovery plays important role towards customer satisfaction. Banking services or any financial institution should have focused on both elements in order to provide excellent services that may contribute to customer satisfaction and in the long term lead to customer loyalty

This study focuses on the consumer experience of telecommunications service quality in Malaysia. Malaysia's penetration rate has gone over 100 percent, meaning that each person in Malaysia has at least one account registered with the telecommunications provider. Telecommunications industry competition is becoming fierce as there is a limited market available to share among the industry players. This study used a quantitative approach, using a questionnaire to collect data through random sampling. One hundred and fifty available respondents received, using SEM-PLS analysis. Results indicate that customers are more concerned with service quality and trust than brand image and price. Brand image and price did not impact consumer loyalty. One of the critical factors is that the facilities and packages provided are approximately the same price ranges for almost similar coverage areas. The service provider will use the outcome for their ongoing long-term plan.

This study assessed the use of social media application significantly influence the students' decision-making to enrol at private higher education institutions (HEIs) within the Malaysian context. The underpinning theory applied in this study was the Theory of Reasoned Action (TRA). A quantitative method, stratified sampling technique and systematic sampling technique applied in this study to test the proposed hypotheses based on a sample of 500 first-year students in their first academic semester at 23 selected private HEIs in Kuala Lumpur and Selangor. Data analysis was carried out using smartPLS software. The analysis outcome of the focal study had expounded a significant positive relationship between the use of social media application and students' decision-making as a direct relationship. Thus, analysis of the structural model had further verified that hypotheses h1 of the focal study were accepted. The result shows a  significant positive relationship between social media application and students' decision-making indicated by a path coefficient of  0.630, t-value of 24.103, and p-value of 0.000.