Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
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This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific Asia Pacific Journal of Management and Education
Louis Yong Yu Lee
Universiti Sains Malaysia, Jalan Sg Dua, 11800 Minden, Pulau Pinang, Malaysia
Humanities Education Languange, Linguistic, Communication & Media Other

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Factors Influencing Customer Experience and Satisfaction in E-hailing Services: A Case Study of GrabCar Jamin Kun Peng Xia; Louis Yong Yu Lee; Dwi Nita Aryani; Yu Xuan Cheah; Yu Xuan Chee; Wen Hui Cheang; Yiming Chen; Virly Assa Lunsa; Suresh Poddar; Daisy Mui Hung Kee
Asia Pacific Journal of Management and Education (APJME) Vol 8, No 3 (2025): November 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v8i3.4259

Abstract

E-hailing has become an increasingly popular mode of transportation in Southeast Asia, with GrabCar being one of the leading platforms offering convenient and affordable mobility solutions. This study aims to investigate the factors influencing customer experience and satisfaction in using GrabCar services. The independent variables include perceived ease of use, perceived fare, perceived trust, perceived risk, and perceived convenience, with customer experience serving as a mediating variable and customer satisfaction as the dependent variable. A quantitative method was applied through a structured questionnaire distributed to 150 respondents from Malaysia, Indonesia, and India, and the data were analyzed using SPSS. The regression results show that customer experience is significantly influenced by perceived ease of use (? = 0.221, p .001), perceived fare (? = 0.174, p .01), and perceived risk (? = 0.423, p .001), while customer satisfaction is affected by perceived fare (? = 0.341, p .001), perceived convenience (? = 0.251, p .001), and customer experience (? = 0.407, p .001). GrabCar should prioritize fair pricing, user-friendly design, safety, and convenience to enhance experience and satisfaction.
Taste Beyond the Trend: How Service Quality Drives Customer Loyalty in Malaysia’s Fast-Service F&B Sector Jamin Kun Peng Xia; Louis Yong Yu Lee; Meenu Baliyan; Yeok Teng Chong; Zhiheng Chen; Cherry Lee Chee Chong; Zheng Hung Chin; Alif Aminullah; Sachin Kumar; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 3 (2025): October 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i3.4206

Abstract

This study investigates the impact of service quality dimensions on customer satisfaction and loyalty in Malaysia’s fast-service food and beverage (FB) sector, focusing on Mixue outlets. Guided by the SERVQUAL framework, the research aims to identify which service dimensions most strongly influence satisfaction and how these effects extend to customer loyalty. Data were collected through a survey of 99 Mixue customers, assessing five service quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance, alongside satisfaction and loyalty indicators. Using regression analysis, the model explained 81.1% of the variance in satisfaction and 78.8% in loyalty. Tangibles (? = 0.208, p 0.01), reliability (? = 0.372, p 0.01), empathy (? = 0.280, p 0.01), and assurance (? = 0.220, p 0.05) significantly affected satisfaction, while only assurance directly influenced loyalty (? = 0.739, p 0.001). Satisfaction also positively affected loyalty (? = 0.275, p 0.05), confirming its mediating role. The findings highlight that while multiple service elements enhance satisfaction, loyalty is primarily driven by psychological trust and staff competence. These insights underscore the importance of assurance-based training, customer feedback monitoring, and standardized service accreditation to strengthen long-term loyalty in youth-oriented FB markets.
Co-Authors Alif Aminullah Cherry Lee Chee Chong Daisy Mui Hung Kee Dwi Nita Aryani Jamin Kun Peng Xia Meenu Baliyan Sachin Kumar Suresh Poddar Virly Assa Lunsa Wen Hui Cheang Yeok Teng Chong Yiming Chen Yu Xuan Cheah Yu Xuan Chee Zheng Hung Chin Zhiheng Chen