Customer Satisfaction on the Quality of Services of Local Skin Care Products

  • Wan Nur Afiqah Binti Wan Abd Hamid University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Muhammad Syahmi Bin Azahari University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Noor Maisarah Binti Mohd Noor Azam University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nur Aimie Kamalia Binti Kamalrozaman University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Nurdiyana Binti Che Kamal University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Phoebe Cherng Fei Min University of Malaya Centre for Continuing Education (UMCCeD), Malaysia
  • Vimala Davy G. Ramiah Institute Aminuddin Baki, Sarawak Branch, Kuching, Sarawak, Malaysia
  • Hee Sio Ching ELM Business School, HELP University, Jalan Sri Semantan 1, Off Jalan Semantan, Bukit Damansara, 50490 Kuala Lumpur, Malaysia
  • Isai Amutan Krishnan School of Liberal Arts, Science and Technology, PERDANA University
Keywords: customer satisfaction, quality of service, local skin care product

Abstract

The purpose of this research is to find out more information on the satisfaction of customers on the quality of services of local skincare products. Quality is the most important element that is closely related to the satisfaction of a customer. The chosen brand that has been observed for this research is NSA Beau that is formulated from their own serum called the AINAA Serum. Customers face difficulties regarding the availability and quality of skin care products. Besides that, the local industries in skincare products are also facing problems such as low-quality products, that influence the perspective of the person. This includes bad reviews due to their ineffectiveness on certain people who have a certain type of skin. It is suggested that the level of quality of service is an indication of the organization’s ability to meet the desires and demands of customers’. Therefore, the objective of this study is to examine customer satisfaction based on their perceptions of local skincare products based on its quality. It also indicates the discovery of the local skincare products in Malaysia that are used by the society on a daily basis. Hence this research examines the reliability of these local skincare products. Online surveys were conducted on university students and working adults in Malaysia to find their perspectives and opinions on the quality of a brand when the brand is used, the effectiveness of its promotion, the image of the brand and its preference. It can be seen that quality is the most important factor for a person to buy especially a skincare product. The research also shows that there are specific important reasons in decision making to purchase a skincare product. An example is the effectiveness of the brand especially its quality, advertisement of the product, the image the brand holds and other reasons that effect the variables.

Statistics
Abstract views: 73 , PDF downloads: 42

Downloads

Download data is not yet available.

References

Aishah Ahmad &MerduwatiHashim (2016). Factor influencing customers’ satisfaction and brand’s loyalty in cosmetic product among students.Journal of Information Management, 2 (1) Retrieved from https://researchhub.uitm.edu.my/pdf/DrDang.pdf

Anjana, S, S & Amrita Vidyapeetham (2018).Factors influencing cosmetic buying behaviour of consumers. International Journal of Pure and Applied Mathematics, 118, 453-459.

Bayah Ahmad &Azizah Omar (2016). Influence of attitude on consumers’ behavioural intention toward Halal cosmetic in Malaysia. Journal of Business Innovation JurnalInovasiPerniagaan, 1. Retrieved from http://www.kuim.edu.my/journal/index.php/JBI/article/download/138/122

Chan, Y.Y., &ShaheenMansori, (2016). Brand loyalty is important is one of important aspect which keep the business running. Journal of Marketing Management and Consumer Behavior, 1. Retrieved from https://journal-of-marketing-management-and-consumer-behavior.com/index.php/JMMCB/article/download/3/3

Eftimiya, S. (2014). Consumer behaviour towards green skin care cosmetic products. (Bachelor Thesis, Seinajoki University) Retrieved from https://www.theseus.fi/bitstream/handle/10024/70630/Salo_Eftimiya.pdf

Haemoon, Kim, O. K., (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1). Retrieved from https://www.researchgate.net/publication/312651327_Customer_Satisfaction_Service_Quality_and_Customer_Value_Years_2000-2015/download

Kabu, K., &Soniya, M. (2017). Customer satisfaction and customer loyalty. (Degree Program in Business Management, University of Applied Sciences), Retrieved from https://core.ac.uk/download/pdf/161421179.pdf

ShahidaAziz, ShaharJusoh&HarithAmlus (2017). Investigating critical success factor of brand loyalty: A Meta-data Analysis Approach [International Review of Management and Marketing]. 7, 233-237.

Shima Rani & Devi Krishanan (2018). Factor that influence Malay student in purchasing skincare products in Malaysia. Journal of Business and Retail Management Research (JBRMR), 13.

Viorica, P., Alina, S., Simona, D. (2014). The quality control of some dermo-cosmetics products. 25 (2), 85-90
Published
2021-11-10
How to Cite
Wan Abd Hamid, W. N. A., Azahari, M. S., Mohd Noor Azam, N. M., Kamalrozaman, N. A. K., Che Kamal, N., Fei Min, P. C., G. Ramiah, V. D., Sio Ching, H. and Krishnan, I. A. (2021) “Customer Satisfaction on the Quality of Services of Local Skin Care Products”, Malaysian Journal of Social Sciences and Humanities (MJSSH), 6(11), pp. 442 - 453. doi: https://doi.org/10.47405/mjssh.v6i11.1150.
Section
Articles

Most read articles by the same author(s)