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

Nur Fazidah Elias (), Ruzzakiah Jenal (), Hazura Mohamed (), Siti Aishah Hanawi (), Hazilah Mohd Amin (), Roham Yeganegi () and Nur Athirah Nabila Binti Mohd Idros ()
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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

Chapter Chapter 14 in Business Innovation with New ICT in the Asia-Pacific: Case Studies, 2021, pp 305-323 from Springer

Abstract: 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.

Date: 2021
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DOI: 10.1007/978-981-15-7658-4_14

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