Factors Affecting Customer Acceptance of Professional Membership: A Case of Malaysia’s Aviation Sector

Liew, Chee Leong (2024) Factors Affecting Customer Acceptance of Professional Membership: A Case of Malaysia’s Aviation Sector. Doctoral thesis, Asia e University.

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Abstract

In today's competitive aviation market, customer acceptance is pivotal for the success of products and services, given the industry’s stringent standards and regulatory demands. This is particularly critical for aviation professionals and organizations involved with the Board of Engineers Malaysia (BEM). Understanding and influencing customer attitudes and behaviors can significantly impact outcomes such as sales performance, industry reputation, and customer loyalty. High levels of acceptance correlate with increased sales and enhanced industry reputation, while poor acceptance can lead to diminished sales, reputational damage, and financial setbacks (Rogers, 2020). Customer attitudes in aviation reflect the perceptions of both industry professionals and clients regarding the quality and reliability of aviation products and services. For example, an aviation company that consistently delivers high-quality, reliable aircraft components is likely to establish a strong reputation among customers and regulatory bodies (Zeithaml et al., 2021). This study explores the factors influencing the decision of Licensed Aircraft Maintenance Engineers (LAEs) licensed by the Civil Aviation Authority of Malaysia (CAAM) to register with BEM. In this context, LAEs are considered “customers” of BEM. Utilizing the Theory of Planned Behavior (TPB), the research investigates the acceptance levels of unregistered LAEs toward BEM membership, particularly within aircraft maintenance organizations. Key factors examined include customer attitudes, social norms, perceived behavioral control, and institutional support. Employing a quantitative methodology, the study gathered data through self administered questionnaires from unregistered LAEs, with 170 responses deemed usable for analysis using SPSS software version 29. The findings indicate significant relationships between engineers' attitudes, subjective norms, and perceived behavioral control in relation to BEM membership acceptance, with institutional support moderating these relationships. Moreover, age and years of professional experience were found to significantly affect LAEs' attitudes toward BEM membership. The study provides evidence-based insights into the factors influencing statutory registration among LAEs, offering practical implications for LAEs, aircraft maintenance organizations, regulatory authorities, and policymakers. It underscores the importance of engaging regulatory bodies, fostering collaborations, and pursuing continuous improvements within the aircraft maintenance industry. The study’s novelty lies in its integration of institutional support as a moderator, offering new theoretical insights and practical implications for improving LAEs' statutory registration through enhanced institutional backing and policy reforms in the aviation industry.

Item Type:	Thesis (Doctoral)
Uncontrolled Keywords:	Customer acceptance, attitude, social norms, behavioural control, institutional support, Licensed Aircraft Maintenance Engineers (LAEs), Theory of Planned Behaviour (TPB), Board of Engineers Malaysia (BEM)
Divisions:	School of Management
Depositing User:	Siti Nor Fairuz Rosaidee
Date Deposited:	27 Dec 2024 07:55
Last Modified:	27 Dec 2024 07:55
URI:	http://ur.aeu.edu.my/id/eprint/1249

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