PERTANIKA JOURNAL OF TROPICAL AGRICULTURAL SCIENCE

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• Al-Mashraie, M., Chung, S. H., & Jeon, H. W. (2020). Customer switching behavior analysis in the telecommunication industry via push-pull-mooring framework: A machine learning approach. Computers & Industrial Engineering, 144, Article 106476. https://doi.org/10.1016/j.cie.2020.106476

• Aziz, N. A., Othman, J., Lugova, H., Suleiman, A., behalf of the Economy, O., & Cluster, S. W. (2020). Malaysia’s approach in handling COVID-19 onslaught: Report on the Movement Control Order (MCO) and targeted screening to reduce community infection rate and impact on public health and economy. Journal of Infection and Public Health, 13(12), 1823-1829. https://doi.org/10.1016/j.jiph.2020.08.007

• Barua, Z., Aimin, W., & Hongyi, X. (2018). A perceived reliability-based customer satisfaction model in self-service technology. The Service Industries Journal, 38(7-8), 446-466.

• Basole, R. C., & Karla, J. (2012). Value transformation in the mobile service ecosystem: A study of app store emergence and growth. Service Science, 4(1), 24-41. https://doi.org/10.1287/serv.1120.0004

• Beatson, A., Coote, L. V., & Rudd, J. M. (2006). Determining consumer satisfaction and commitment through self-service technology and personal service usage. Journal of Marketing Management, 22(7-8), 853-882. https://doi.org/10.1362/026725706778612121

• Bhale, U., & Bedi, H. S. (2021). A study on the customer experience of work from home mobile users during COVID 19 pandemic. In Eighteenth AIMS International Conference on Management (pp. 4-6). Elsevier.

• De Leon, M. V., Atienza, R. P., & Susilo, D. (2020). Influence of self-service technology (SST) service quality dimensions as a second-order factor on perceived value and customer satisfaction in a mobile banking application. Cogent Business & Management, 7(1), Article 1794241. https://doi.org/10.1080/23311975.2020.1794241

• Dhasan, D., & Kowathanakul, S. (2021). The impact of service quality, promotions and customer engagement in determining customer loyalty in the Thai mobile network industry. ABAC Journal, 41(1), 209-240.

• Fang, H., Wang, L., & Yang, Y. (2020). Human mobility restrictions and the spread of the novel coronavirus (2019-nCoV) in China. Journal of Public Economics, 191, Article 104272. https://doi.org/10.1016/j.jpubeco.2020.104272

• Lu, C., Geng, W., & Wang, I. (2015). The role of self-service mobile technologies in the creation of customer travel experiences. Technology Innovation Management Review, 5(2), Article 871.

• MCMC. (2020). Industry performance report. Malaysian Communications and Multimedia Commission. https://www.mcmc.gov.my/en/resources/industry/industry-performance-report

• Peffers, K., Tuunanen, T., Rothenberger, M. A., & Chatterjee, S. (2007). A design science research methodology for information systems research. Journal of Management Information Systems, 24(3), 45-77. https://doi.org/10.2753/MIS0742-1222240302

• Rawson, A., Duncan, E., & Jones, C. (2013). The truth about customer experience. Harvard Business Review, 91(9), 90-98.

• Riahi, A., & Ristock, H. W. A. (2014). U.S. Patent No. 8,767,948. Washington, DC: U.S. Patent and Trademark Office.

• Salam, M. A., Saha, T., Rahman, M. H., & Mutsuddi, P. (2021). Challenges to mobile banking adaptation in COVID-19 pandemic. Journal of Business, 9(3), 101-113.

• Salomann, H., Kolbe, L., & Brenner, W. (2006). Self-services in customer relationships: Balancing high-tech and high-touch today and tomorrow. E-Service, 4(2), 65-84. https://doi.org/10.2979/ESJ.2006.4.2.65

• Stevens, J. P. (2020). Applied multivariate statistics for the social sciences. Routledge.

• Wang, J., Lai, J. Y., & Chang, C. H. (2016). Modeling and analysis for mobile application services: The perspective of mobile network operators. Technological Forecasting and Social Change, 111, 146-163. https://doi.org/10.1016/j.techfore.2016.06.020

• Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178-193. https://doi.org/10.1016/j.ijinfomgt.2018.10.011

• Xu, C., Peak, D., & Prybutok, V. (2015). A customer value, satisfaction, and loyalty perspective of mobile application recommendations. Decision Support Systems, 79, 171-183. https://doi.org/10.1016/j.dss.2015.08.008

• Yang, H. D., Lee, J., Park, C., & Lee, K. (2014). The adoption of mobile self-service technologies: Effects of availability in alternative media and trust on the relative importance of perceived usefulness and ease of use. International Journal of Smart Home, 8(4), 165-178. https://doi.org/10.14257/IJSH.2014.8.4.15

• Zhou, Y. C., Xue, L., Liu, X. P., Wang, X. N., Liang, X. X., & Sun, C. H. (2010). Service storm: A self-service telecommunication service delivery platform with platform-as-A-service technology. In 2010 6th World Congress on Services (pp. 8-15). IEEE Publishing. https://doi.org/10.1109/SERVICES.2010.45