ISSN 2394-5125
 

Research Article 


UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir.

Abstract
The purpose of this study is to measure the relationship of service quality, brand image, trust and
price towards customer satisfaction in a facial treatment services. Facial treatment services are getting more
popular as customer are more concern about their looking and appearances. It was also due to the increase of
awareness on the important of taking care of personal beauty. The study used questionnaires in data collection.
Data was collected through google form based on the list name given by the service providers. 500 name list
was gathered and participated in the data distribution. Only 256 complete and useable data returns for data
analysis. The results indicate that factors lead to customer satisfaction are service quality, brand image and trust.
It was highlighted that price does not significant towards customer satisfaction. Such new findings can be used
by the service providers to think off on their new marketing strategy and campaign. It also means that certain
customer is actually does not bother about the prices as long as the service provided meet their expectations and
needs.

Key words: FACIAL TREATMENT


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. JCR. 2020; 7(19): 637-648. doi:10.31838/jcr.07.19.78


Web Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. http://www.jcreview.com/?mno=102812 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.78


AMA (American Medical Association) Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. JCR. 2020; 7(19): 637-648. doi:10.31838/jcr.07.19.78



Vancouver/ICMJE Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. JCR. (2020), [cited July 16, 2020]; 7(19): 637-648. doi:10.31838/jcr.07.19.78



Harvard Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. JCR, 7 (19), 637-648. doi:10.31838/jcr.07.19.78



Turabian Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. 2020. UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. Journal of Critical Reviews, 7 (19), 637-648. doi:10.31838/jcr.07.19.78



Chicago Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. "UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA." Journal of Critical Reviews 7 (2020), 637-648. doi:10.31838/jcr.07.19.78



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir. "UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA." Journal of Critical Reviews 7.19 (2020), 637-648. Print. doi:10.31838/jcr.07.19.78



APA (American Psychological Association) Style

Mohd Farid Shamsudin, Nurul Hakimah Ramle, Syafiqah Md Nayan, Siti Aisyah Esa, Baharudin Kadir (2020) UNDERSTANDING CUSTOMER EXPECTATION IN FACIAL TREATMENT SERVICES IN MALAYSIA. Journal of Critical Reviews, 7 (19), 637-648. doi:10.31838/jcr.07.19.78





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