MEASURING CUSTOMER BEHAVIOR INTENTION TO USE SELFSERVICE LAUNDRY IN MELAKA

Abstract

The study is aimed to determine perceived significant factors for the use of Self-Service
Laundry (SSL) in order to determine Malaysian behaviour towards SST. In this research
include four independent variables, namely perceived ability, role clarity, perceived benefits,
and risk to measure the relationship towards behavioural intention on SSL. Primary data was
collected from international students who study in Universiti Teknikal Malaysia Melaka
UTeM by using questionnaire surveys. A probability sampling technique was adopted,
meanwhile online self-administered was used as a technique to collect data. This research
found that perceived ability, role clarity, perceived benefits are related to behavioural
intention on SSL. In contrast, perceived risks were not related to behavioural intention. The
findings of this study contribute to the management of businesses and the administration of
Malaysia by using Self-Service Laundry.