Customer retention is vital in sustaining a business, especially in the competitive FinTech marke... more Customer retention is vital in sustaining a business, especially in the competitive FinTech market environment. Understanding these factors will provide business with critical strategic information for leveraging and sustaining their competitive advantage. Over a span of a decade there has been a surge of deployment of financial technology (FinTech) services in Malaysia, such as online banking, mobile payments and of recent years, electronic wallets. This profitable venture is highly competitive open to both banks and non-banks financial service providers. The purpose of this paper is to propose a conceptual framework to investigate the relationships of independent variables such as brand image, perceived price, perceived quality, and relationship marketing to customer retention. This aim is to develop an enhanced understanding on how these variables influence customer retention for e-wallet services. The study will also identify the most influential factors that drive customer rete...
International Journal of Social Science and Humanity, 2021
The COVID-19 global pandemic has negatively impacted local tourism industries worldwide, includin... more The COVID-19 global pandemic has negatively impacted local tourism industries worldwide, including in Malaysia where the tourism industry contributes significantly to the country’s economic income and employment opportunities. While sector has received regulatory financial assistance to sustain their business and retain employees, more market measures are needed to promote domestic tourism as the main vehicle for filling the tourist income gap from the decline in inbound international tourist arrivals. Similar previous studies were focused on business-as-usual conditions with unrestricted international travel, however there is a research gap focusing on tourism in Malaysia under current conditions of recovery from the impact of the COVID-19 pandemic. The purpose of this paper is to propose a conceptual framework to investigate affordability, quality of service, health and safety compliance and access to facilities and amenities and to better understand how these factors influence do...
International Journal of Social Science and Humanity, 2021
Customer retention is vital in sustaining a business, especially in the competitive FinTech marke... more Customer retention is vital in sustaining a business, especially in the competitive FinTech market environment. Understanding these factors will provide business with critical strategic information for leveraging and sustaining their competitive advantage. Over a span of a decade there has been a surge of deployment of financial technology (FinTech) services in Malaysia, such as online banking, mobile payments and of recent years, electronic wallets. This profitable venture is highly competitive open to both banks and non-banks financial service providers. The purpose of this paper is to propose a conceptual framework to investigate the relationships of independent variables such as brand image, perceived price, perceived quality, and relationship marketing to customer retention. This aim is to develop an enhanced understanding on how these variables influence customer retention for e-wallet services. The study will also identify the most influential factors that drive customer rete...
Customer retention is vital in sustaining a business, especially in the competitive FinTech marke... more Customer retention is vital in sustaining a business, especially in the competitive FinTech market environment. Understanding these factors will provide business with critical strategic information for leveraging and sustaining their competitive advantage. Over a span of a decade there has been a surge of deployment of financial technology (FinTech) services in Malaysia, such as online banking, mobile payments and of recent years, electronic wallets. This profitable venture is highly competitive open to both banks and non-banks financial service providers. The purpose of this paper is to propose a conceptual framework to investigate the relationships of independent variables such as brand image, perceived price, perceived quality, and relationship marketing to customer retention. This aim is to develop an enhanced understanding on how these variables influence customer retention for e-wallet services. The study will also identify the most influential factors that drive customer rete...
International Journal of Social Science and Humanity, 2021
The COVID-19 global pandemic has negatively impacted local tourism industries worldwide, includin... more The COVID-19 global pandemic has negatively impacted local tourism industries worldwide, including in Malaysia where the tourism industry contributes significantly to the country’s economic income and employment opportunities. While sector has received regulatory financial assistance to sustain their business and retain employees, more market measures are needed to promote domestic tourism as the main vehicle for filling the tourist income gap from the decline in inbound international tourist arrivals. Similar previous studies were focused on business-as-usual conditions with unrestricted international travel, however there is a research gap focusing on tourism in Malaysia under current conditions of recovery from the impact of the COVID-19 pandemic. The purpose of this paper is to propose a conceptual framework to investigate affordability, quality of service, health and safety compliance and access to facilities and amenities and to better understand how these factors influence do...
International Journal of Social Science and Humanity, 2021
Customer retention is vital in sustaining a business, especially in the competitive FinTech marke... more Customer retention is vital in sustaining a business, especially in the competitive FinTech market environment. Understanding these factors will provide business with critical strategic information for leveraging and sustaining their competitive advantage. Over a span of a decade there has been a surge of deployment of financial technology (FinTech) services in Malaysia, such as online banking, mobile payments and of recent years, electronic wallets. This profitable venture is highly competitive open to both banks and non-banks financial service providers. The purpose of this paper is to propose a conceptual framework to investigate the relationships of independent variables such as brand image, perceived price, perceived quality, and relationship marketing to customer retention. This aim is to develop an enhanced understanding on how these variables influence customer retention for e-wallet services. The study will also identify the most influential factors that drive customer rete...
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