Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]

This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network f...

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Main Authors:	Abdullah, Firdaus, Alwi, Mohd Rashidee, Voon, Boo Ho, Lee, Nagarajah
Format:	Article
Language:	English
Published:	Institute of Research, Development and Commercialization (IRDC) 2007
Subjects:	Customer services. Customer relations Franchises (Retail trade)
Online Access:	http://ir.uitm.edu.my/id/eprint/13050/ http://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf

id	uitm-13050
recordtype	eprints
spelling	uitm-130502016-06-17T07:48:55Z http://ir.uitm.edu.my/id/eprint/13050/ Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.] Abdullah, Firdaus Alwi, Mohd Rashidee Voon, Boo Ho Lee, Nagarajah Customer services. Customer relations Franchises (Retail trade) This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network for longterm continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided. and to determine which dimensions need improvement. Knowing the strengths and weaknesses ofthese dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges . This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increased competition with the development of global academic franchising. Institute of Research, Development and Commercialization (IRDC) 2007 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf Abdullah, Firdaus and Alwi, Mohd Rashidee and Voon, Boo Ho and Lee, Nagarajah (2007) Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]. Social and Management Research Journal, 5 (1). pp. 91-102. ISSN 1675-7017
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Franchises (Retail trade)
spellingShingle	Customer services. Customer relations Franchises (Retail trade) Abdullah, Firdaus Alwi, Mohd Rashidee Voon, Boo Ho Lee, Nagarajah Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
description	This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network and eventually manage the franchise network for longterm continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided. and to determine which dimensions need improvement. Knowing the strengths and weaknesses ofthese dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges . This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increased competition with the development of global academic franchising.
format	Article
author	Abdullah, Firdaus Alwi, Mohd Rashidee Voon, Boo Ho Lee, Nagarajah
author_facet	Abdullah, Firdaus Alwi, Mohd Rashidee Voon, Boo Ho Lee, Nagarajah
author_sort	Abdullah, Firdaus
title	Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_short	Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_full	Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_fullStr	Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_full_unstemmed	Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]
title_sort	measuring and managing franchisee satisfaction : a study of academic franchising / firdaus abdullah ... [et al.]
publisher	Institute of Research, Development and Commercialization (IRDC)
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/13050/ http://ir.uitm.edu.my/id/eprint/13050/1/AJ_FIRDAUS%20ABDULLAH%20SMRJ%2007%201.pdf
first_indexed	2023-09-18T22:49:45Z
last_indexed	2023-09-18T22:49:45Z
_version_	1777417464601116672

Measuring and managing franchisee satisfaction : a study of academic franchising / Firdaus Abdullah ... [et al.]

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