Sokongan francaisor, kompetensi pengurusan, teknologi maklumat dan komunikasi, kepercayaan dan prestasi francaisi di Malaysia

Franchising is one of the keys to worldwide entrepreneurial growth strategy. However, the system faces challenges in sustaining performance, especially for newly established brands. After several years of operation, too many registered franchises have become inactive in Malaysia. This scenario is due to the franchisee’s failure to meet the franchisor’s performance standards. Hence, this research aims to identify factors that influence the performance of franchisees in Malaysia. To achieve the objective, a conceptual model based on the Resource-Based View Theory and the Social Exchange Theory was proposed to explain frthe relationships between variables in this research. A total of 250 questionnaires were distributed by mail to franchisees in Malaysia. There were only 97 usable responses obtained and used for data analysis. The data were analysed using a combination of descriptive and inferential statistics using Statistical Package for Social Science (SPSS) and Partial Least Squares (PLS) or SmartPLS3. The results reveal that seven hypotheses are significant, which supports the findings. The findings show significant relationships between managerial competencies, trust, franchisor support and franchisee performance. However, the benefits of information and communication technology, as well as franchisee performance, were not significant. Additionally, this study found a significant relationship between managerial competence, benefits of information and communication technology, and franchisor support, but not the relationship between trust and franchisor support. The results also show that franchisor support mediates the relationship between managerial competencies and information and communication technology benefits with franchisee performance, but not on the relationship between trust and franchisees’ performance. Finally, this research also discusses the contributions, limitations and suggestions for future research related to the factors that influence the franchisees’ performance in Malaysia