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■ 9.0 CONCLUSION

In conclusion, this study brings significant contributions to home maintenance industry to enhance the customer acquisition through online
booking. The findings from this study proved the positive relationship between usability of website, complementarity of website, e- trust and
online booking intention. Surprisingly, the findings found that ease of use and entertainment of website do not significantly influence online
booking intention among home maintenance customers. The findings of this study in consistent with previous studies in hotel industry. Hence,
home maintenance businesses should put more emphasis on the usability, complementarity, and e-trust of website to develop online booking
intention on their website. Moreover, the completeness of information and features in a website can enhance the e-trust which subsequently,
elevate the customer’s intention to use online booking for home maintenance services. Based on the survey results, effective marketing
strategies using online booking was implemented for Nasesz Enterprise to enhance customer acquisition. Consequently, a website was created
using the identified key website qualities to successfully implement the online booking for home maintenance services during the intervention.
The result of intervention has shown positive response toward online booking. Moreover, there are very limited studies on the online booking
in the field services industries such as home maintenance. Hence, the findings from survey and intervention of this study can be served as
guidelines for future researchers and home maintenance businesses.

ACKNOWLEDGEMENT

The completion of this study could not have been possible without the support and assistance of my research supervisor, Assoc. Prof. Dr. Thoo
Ai Chin from Azman Hashim International Business School (AHIBS), Universiti Teknologi Malaysia (UTM). I also would like to express my
deep appreciation and indebtedness to the company manager, Mr Sandran Segaran from Nasesz Enterprise for allowing me to implement my
proposed marketing strategy as a case study. Their contributions are sincerely appreciated and gratefully acknowledged. Above all, utmost
appreciation and thank you to the Great Almighty, the author of knowledge and wisdom for his countless love and blessing.

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