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


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.


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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: 10.47405/mjssh.v6i11.1150.

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