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e-Service Innovation Through Malaysian Consumer Perspectives: Case Studies of e-Hailing and e-Hypermarket

In: Business Innovation with New ICT in the Asia-Pacific: Case Studies

Author

Listed:
  • Nur Fazidah Elias

    (Universiti Kebangsaan Malaysia)

  • Ruzzakiah Jenal

    (Universiti Kebangsaan Malaysia)

  • Hazura Mohamed

    (Universiti Kebangsaan Malaysia)

  • Siti Aishah Hanawi

    (Universiti Kebangsaan Malaysia)

  • Hazilah Mohd Amin

    (Universiti Kebangsaan Malaysia)

  • Roham Yeganegi

    (Universiti Kebangsaan Malaysia)

  • Nur Athirah Nabila Binti Mohd Idros

    (Universiti Kebangsaan Malaysia)

Abstract

In recent decades, Malaysian Internet usage has rose rapidly. Malaysia Internet penetration rate has achieved 80% or equivalent to 26 million Internet users. With the rapid growth of the internet usage in Malaysia, consumers are now starting to purchase product and services via online medium. This chapter focuses on how Malaysian consumer value online services as alternatives of getting service. The chapter begins with the current trends of e-service in Malaysia. Two online services, e-hailing and e-hypermarket will be discussed. The gathered consumer value will help industry in providing better e-service.

Suggested Citation

  • Nur Fazidah Elias & Ruzzakiah Jenal & Hazura Mohamed & Siti Aishah Hanawi & Hazilah Mohd Amin & Roham Yeganegi & Nur Athirah Nabila Binti Mohd Idros, 2021. "e-Service Innovation Through Malaysian Consumer Perspectives: Case Studies of e-Hailing and e-Hypermarket," Springer Books, in: Michitaka Kosaka & Jie Wu & Ke Xing & Shiyong Zhang (ed.), Business Innovation with New ICT in the Asia-Pacific: Case Studies, edition 1, chapter 0, pages 305-323, Springer.
    • Handle: RePEc:spr:sprchp:978-981-15-7658-4_14
    DOI: 10.1007/978-981-15-7658-4_14
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