The Muamalat Newsletter Vol. 1 2024

FEM eNewsletter | June 2024 58 chocolate today statistics TARGET POPULATION SAMPLE DATA ANALYSIS METHODOLOGY Gen-z consumer in Negeri Sembilan, Malaysia. 250 respondants. Statistical Package for the Social Sciences (SPSS) DATA COLLECTION METHOD RESEARCH DESIGN Primary data: Quantitative approach, (google form). Secondary data: journals, reports, and previous research studies. A selection of a descriptive research design for this study's primary quantitative phase. PRICE CONVENIENCE SERVICE QUALITY SAFETY CUSTOMER SATISFACTION WITH GRAB SERVICES Limited studies on satisfaction level in e-hailing services. Existing research focuses only on traditional e-hailing rides, ignoring the expanded service spectrum now available (Ismail, Rahman, & Zainol, 2021). E-hailing services highly dependent on network and digital application performance (Jais & Marzuki, 2020). Example: crashes and failures. The use of Expectancy-Disconfirmation Theory (EDT) to identify consumer satisfaction , while there are other theories that could potentially be applicable to understanding Gen-Z user satisfaction with e-hailing services. such as TPB and TAM. This research will provide valuable insights into the preferences and satisfaction drivers of Gen-Z users with e- hailing services. By understanding these factors, e- hailing companies can better tailor their services to meet the needs of this demographic, leading to improved user experiences and greater customer retention. RESEARCH BACKGROUND In Malaysia, Grab offers meal delivery and online grocery shopping, meeting diverse consumer needs (Grab Malaysia, 2021). In Negeri Sembilan, e-hailing services are becoming essential due to rapid urbanization. Key factors influencing e-hailing satisfaction include pricing, convenience, service quality, and safety (Ismail, Rahman, & Zainol, 2021). With 98% internet penetration and 99% smartphone ownership among Gen Z (born 1995-2010), this tech-savvy group relies on digital solutions (Nielsen, 2019). The study aims to provide insights to enhance consumer experiences and organizational success. PROBLEMSTATEMENT RESEARCHOBJECTIVE 1. To determine if there is any relationship between price and customer satisfaction with e-hailing apps among Gen-Z in Negeri Sembilan. 2. To identify the relationship between convenience and customer satisfaction with e-hailing apps among Gen-Z in Negeri Sembilan. 3. To investigate if there is any relationship between service quality and customer satisfaction with e-hailing apps among Gen-Z in Negeri Sembilan. 4. To examine if there is any relationship between safety and customer satisfaction with e-hailing apps among Gen-Z in Negeri Sembilan. RESEARCH FRAMEWORK We expect to find that the independent variables (IVs) – price, convenience, service quality, and safety – are positively related to the dependent variable (DV), which is customer satisfaction. PositiveRelationship Between IVsandDV Contribution to CommunityKnowledge The expected results of this research will significantly contribute to the understanding of factors driving customer satisfaction among Gen-Z users in Negeri Sembilan. MainExpectedResult EXPECTEDOUTCOME UNVEILING GEN-Z SATISFACTION WITH GRAB SERVICES USAGE IN NEGERI SEMBILAN, MALAYSIA studyarea Dr. Amalina Binti Mursidi Faculty of Economics and Muamalat Universiti Sains Islam Malaysia amalina.mursidi@usim.edu.my +6010-3433977 CONTACT INFO Nur Aqila Binti Mohd Rosdan (1210872) Faculty of Economics and Muamalat Universiti Sains Islam Malaysia aqilarosdan@raudah.usim.edu.my +6011-40302879 Student : Supervisor :