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Figure 2: Timeline and impact of online booking implementation

Due to low customer acquisition rate using traditional booking methods faced by Nasesz Enterprise, this study proposed online
booking as the marketing strategy for Nasesz Enterprise to enhance the customer acquisition. An online booking system for home
maintenance services was implemented and observed the responses for three months from July to November 2021(refer to Figure 2). In July
2021, a brainstorming session was conducted with stakeholders consisting of business owner, website developer and potential customers to
gain ideas on website designs and contents that could attract more customers for the home maintenance service. Based on the findings from
the survey, it was proven that usability, complementarity, and e-trust of a website can increase the online booking intention. Therefore, a
website was created using these two website qualities and e-trust under custom domain name (naseszservices.com) and integrated online
booking system on the website.

As described in Figure 2, the online booking website was designed based on usability, complementarity, e-trust and online booking
intention. Abou-Shouk and Khalifa (2017) expressed that website usability includes saving and navigations. As suggested by researchers
(Pee et al., 2018; Amin et al., 2021), a website should be designed with fast and responsive user-friendly interface, and practical features
such as easy-to-access navigation links, call-to-action (CTA) buttons, convenient choice of fonts, text size and colors. Aljukhadar and Senecal
(2015) and Abdullah et al. (2016) stated that the functionality and usability of a website is the primary part of user experience which could
affect customers purchase decisions in a website. Consequently, the website usability positively inspires customers to spend more time in
exploring the website and online booking service. As a result, Nasesz Enterprise received 14 online bookings and service inquiries through
WhatsApp and direct calls.

Subsequently, to further enhance the online booking intention on the website, complementarity attributes were included based on
the survey result. Tarkang et al. (2020) defined complementarity as completeness of website in term of information and features which could
lead to higher customer satisfaction and booking intentions. Hence, the website was well designed to provide adequate information about
business, service offerings, coverage areas, customer support contacts, locations, response time, customer feedbacks and other additional
features such as enquiry box and booking system. In addition, blogs about home maintenance tips and slideshows of previous home

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