Expectation and perception of franchisee towards franchise business in Malaysia, 2007 / Affaniza Abu Karim

Perbadanan Nasional Berhad (PNS) is the organization that provides their customers with service sector in financing. Their customers are Bumiputera Entrepreneur who is interested to involve in franchise business. Customers of PNS are including bumiputera franchisors and bumiputera franchisees. This research is done to study the franchisee expectation and perception towards franchise business in Malaysia. The objective of this study is to identify the expectation, perception and satisfaction of franchisee towards franchise business in Malaysia.

This research was carried out by distributing the questionnaire through email. The questionnaire was consisting of 3 section using simple random sampling samples. From the findings, the franchisees are dissatisfied with profit motive, monitoring and training. The franchisee expectation is higher than franchisee perception. Meanwhile, the remaining of the attributes which are research and development and standardize system meets franchisee satisfaction. The franchisee expectation and franchisee perception are same.

After conducted this research, the researcher also found that the differences between customer's expectations and customer's perceptions of profit motive, training and monitoring resulted of customer dissatisfaction. While differences between customer's expectations and customer's perceptions of research and development and standardize system resulted customers satisfaction.