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Moreover, entertainment of website does not have positive and significant influence on both e-trust and online booking intention. This finding is
contradicted with the previous study of Jiang et al. (2016) and Li et al. (2017) where entertainment was confirmed to have significant influence
on the e-trust and online booking intentions of hotel customers. Hence, hypotheses 3 and 7 are not supported in this study. Based on these
findings, it is concluded that ease of use and entertainment of website are not significant factors that drive online booking intention in a website.
Ease of use appear to be insignificant in both current and previous study of Li et al. (2017). This could be because customers pay more attention
to the usability and complementarity of website than ease of use when booking for home maintenance services. More specifically, customers
expect websites to be responsive, functionable and equipped with all necessary information related to a business rather than ease of use on the
website.

The findings of this study also vary from previous study of Li et al. (2017) because the expectations of hotel customers and home maintenance
customers toward a website might be different. Hotel websites usually designed to have numerous features and graphics that gives customers
a good perception on the hotel image. Moreover, prior studies on hotel website stated that hotel customers mostly assess the quality of hotel from
the website experience which made them to expect more entertainment features such as videos, pictures, and virtual experiences of rooms and
accommodations on the hotel website (Wang et al., 2017 and Ali, 2016). Conversely, home maintenance customers do not have high level of
expectation on entertainment features like hotel customers. Home maintenance customers might be focus on the relevant information on the
offered services and contact details rather than fancy graphics or presentations on the website. Hence, this study concludes that ease of use and
entertainment are not the key factors that influence the e-trust and online booking intention of home maintenance services.

RO2: Propose online booking strategy to enhance the customer acquisition of Nasesz Enterprise

An intervention was conducted to implement the proposed marketing strategy by creating a website with the website qualities and e-trust that
were proven to have influence on online booking intention of Nasesz Enterprise. Based on the survey results, usability and complementarity
are two website qualities that have positive relationship with e-trust and online booking intention. Therefore, the usability attributes such as
responsiveness, readability, simplicity, content relevance and interactivity were included in the website design. For instance, the website
interface designed to be user-friendly, informative and highly responsive to the actions performed on the website. Practical features such as
call-to-actions buttons and booking buttons were placed in highly visible positions in the website in a way to encourage customers to try online
booking of home maintenance services.

Furthermore, the website of Nasesz Enterprise also used the complementarity attributes such as completeness of information and availability
of online transaction as recommended by Li et al. (2017). As such, the website equipped with diverse information about the business, shop
location, range of offered services, service coverage areas, pictures of previous projects, blogs, customer feedbacks and contact numbers to enable
customers to get all necessary information instantly. This could potentially reduce the necessity to do enquiry and enable customers to proceed
with online booking. Moreover, the survey result indicated the e-trust could positively influence online booking intention of home maintenance
services. The contents in the website were sufficient to develop e-trust among the customer. For instance, the website offered greater transparency
in term of business details, contact details, location details, evidences of previous projects and customer feedbacks to reduce the fear associated
with online booking. Hence, the usability, complementarity and e-trust of website allows to generate higher online booking intention among the
customers. During the intervention, the response in term of service calls and online booking from the website visitors was constantly monitored.

RO3: Investigate whether the implemented online booking strategy is effective to increase the customer acquisition of Nasesz Enterprise
Based on the result of intervention, online booking for home maintenance services has proven to be effective in enhancing the
customer acquisition of Nasesz Enterprise. Online booking using well-designed website could enable customers to book home maintenances
services without making a call to service providers. For the creation of website, the survey results served as a guideline to ensure the website
meet the expectation of home maintenance customers. Based on the findings from survey, usability, complementarity and e-trust are significant
factors of a website that could drive the online booking intention among home maintenance customers. Hence, a website was created by
considering these three factors to enhance the intention to perform online booking.

More precisely, the website was designed in a way to drive the online booking intention by providing essential information about the business
and services in the form of text and visual which could allow them to proceed on the online booking. Consequently, customers able to skip the
conventional way of booking home maintenance services such as direct calls or WhatsApp. Besides, since online booking is associated with the
website traffic where customer required to visit the website to use online booking function, the business was constantly promoting the website
in multiple online platforms. At the end of intervention, Nasesz Enterprise received a total of 14 bookings for home maintenance services (3
bookings in August 2021, 6 bookings in September 2021, and 5 bookings in October 2021). The feedback from customers was favourable to
the online booking approach where they felt easier and convenient to book home maintenance services compared to conventional method such as
direct calls to service providers. In addition, the survey results also indicated that 113 out of 150 respondents are willing to book home
maintenance service using the website and 108 out of 150 respondents prefer to use the website when make bookings for maintenance services.
This shows that majority of the population are receptive to adopt the online booking for their home maintenance services in Malaysia. Hence,
the online booking approach was effective to increase the customer acquisition of Nasesz Enterprise.

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