Online touchpoints and customer effort: A comparative study of government and local authorities, businesses, and domestic customers

Purpose: This study aims to investigate if the online touchpoints (e-mail and mobile app) of the leading energy provider in Malaysia and customer effort were significantly different by customer types, name, government and local authorities, businesses, and domestic users. Design/Methodology/Approach...

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Bibliographic Details

Main Authors:	Zahari A.R., Esa E., Surbaini K.N., Assidin N.H.N., Abdullah A.E.
Other Authors:	57216607750
Format:	Article
Published:	Pakistan Home Economics Association 2024
Subjects:	Customer effort Customer experience E-mail touchpoint Energy firm Mobile apps Online touchpoints
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