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maintenance works were also included on the website to further furnish the booking intention by giving customers full range of information
access in one place. As a direct result, customers were able to skip enquiries and proceed to perform online booking as all the necessary
information was available on the website.

Following the complementarity of website, the broad range of information provided on the website could help to develop e-trust
among customers. Cheng et al., (2019) supported that the trust toward website minimizes the fear and perceived risks linked to online
transactions. Subsequently, e-trust generates higher intention among customers to do online booking for home maintenance services. Finally,
as online booking integrated with the website, it enables customers to book home services in quick and faster way compared to conventional
direct calls. The online booking system was user-friendly and only involved ‘3 steps’ to do a booking. The booking buttons heavily featured
on the homepage could encourage customers to explore and use online booking for home maintenance services.

After creating the website using the significant website qualities, e-trust and online booking, a pilot test was conducted to ensure
the functionality of the booking system with potential customers in July 2021. Then, the online booking for home maintenance services was
officially launched in August 2021. Platforms including Facebook page and WhatsApp were used to help the business to spread news and
generate word-of-mouth among online communities about online booking at Nasesz Enterprise website. In September and October 2021, the
online booking of Nasesz Enterprise website was shared using the website link to many properties and residential community Facebook and
Telegram groups in a scheduled basis to boost website traffic. Further, observation and monitoring were conducted on booking response,
service calls, and website traffic to measure the effectiveness of implemented strategy. In November 2021, the implementation effectiveness
of the online booking was conducted by calculating total bookings since August 2021 and obtaining feedback from business owner and
customers.

At the end of the intervention, Nasesz Enterprise began to receive more service inquiries in the form of direct calls and WhatsApp
as illustrated in Figure 2. The incoming calls gradually increased in three months (110 calls in July 2021, 125 calls in August 2021, 138 calls
in September 2021, 155 calls in October 2021). Moreover, the business also received more WhatsApp messages for service inquiries since
the new website launched (12 messages in July 2021, 8 messages in August 2021, 14 messages in September 2021, 15 messages in October
2021). About the online booking, the business received 3 bookings in August 2021, 6 bookings in September 2021, and 5 bookings in October
2021. The response in online booking is associated with the website traffic in which, customers required to visit naseszservices.com to access
the online booking function. Now, the business is constantly promoting the website link in various online platforms to attract more online
booking from potential customers.

■ 6.0 DISCUSSION OF FINDINGS

RO1: Identify the factors that drive online booking intention of field service

Survey results show that usability, complementarity and e-trust of website have positive influence on online booking intention of
field services. More specifically, five out of nine hypotheses were supported. Firstly, usability of website is proven to have positive and
significant influence on both e-trust and online booking intention. This finding is consistent with previous studies of Ladhari and Michaud
(2015), Wang et al. (2015) and Li et al. (2017). Hence, hypothesis 1 and hypothesis 5 are supported in this study. Moreover, complementarity
of website is also proven to have positive and significant influence on both e-trust and online booking intention. This finding is aligned with
previous studies of Li et al. (2017), Kim et al. (2017) and Tarkang et al. (2020). Hence, hypothesis 4 and hypothesis 8 are supported in this
study. Besides, this study also revealed that e-trust of website has a positive and significant influence on both e-trust and online booking
intention. This finding is similar with previous studies of Wang et al. (2015), Li et al. (2017) and Amin et al. (2021). Therefore, hypothesis
9 is supported in this study. Based on findings, it is concluded that usability, complementarity and e-trust are crucial factors that drive online
booking intention of field service.

Akincilar and Dagdeviren (2014) and Pee et al., (2018) highlighted that the usability of website in terms of learnability, readability,
simplicity, content relevance, responsiveness and interactivity has positive impact on online booking intention. Prior study of Aboobucker
and Bao (2018) stated that website usability helps to make information transparent, favours communication and interaction between the
business and online customers which in turn, develops intention to use online booking on the website. According to Li et al. (2017), the
complementarity of website can be divided in three dimensions which developed in prior studies consists of completeness of online
transactions, consistent images, and channel better than alternatives ones. For instance, a website with rich complementarity attributes enable
the users to achieve their objective easily. Scholars (Law, 2019; Wong et al., 2020) stated that website visitors expect to get all necessary
information and perform online transactions such as live enquiries, booking or purchase of product or services using the website. In support,
the findings from this study revealed that e-trust is interwoven with website quality in influencing online booking intention among website
visitors. According to Aboobucker and Bao (2018), an online platform that has adequate amount of information and functions will increase
the customer likelihood of trusting behaviour as trust is likely to ease concerns of possible negative consequences related to data privacy.
Therefore, e-trust is inter-related with usability and complementarity of website in influencing the online booking intention. Hence, this study
concludes that usability, complementarity and e-trust are key factors that drive online booking intention of Nasesz Enterprise.

In contrast, ease of use of website does not have positive and significant influence on both e-trust and online booking intention.
This finding is tally with the previous study of Li et al. (2017). Hence, hypothesis 2 and hypothesis 6 are not supported in this study.

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