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 Journal of the Community Development in Asia
Kok Ban Teoh
National Higher Education Research Institute, Universiti Sains Malaysia, 11900 Bayan Lepas, Penang, Malaysia
Humanities

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Understanding User Satisfaction and Its Impact on Food Delivery Apps Dependency Among University Students Kok Ban Teoh; Lyn Liq Ooi; Dwi Nita Aryani; Irdina Zulaikha binti Syukli Noor Azmin; Feng Fang; Guo Yilin; Huang Yuheng; Mifta Darus Salam; 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.v8i3.4216

Abstract

Food delivery applications (FDAs) have become an essential part of modern student life, providing convenience and accessibility in daily consumption patterns. This study aims to examine the factors influencing user satisfaction and how they contribute to students’ dependence on FDAs. Five key variables were analyzed: time saving, price saving, information quality, security system, and safe packaging. Using a quantitative approach, data were collected through structured questionnaires from 244 active student users and analyzed using regression analysis. The results reveal that all five factors positively affect user satisfaction, with time saving (? = 0.313) showing the strongest influence, followed by price saving (? = 0.245), security system (? = 0.211), safe packaging (? = 0.151), and information quality (? = 0.074). These findings suggest that practical efficiency and economic benefits play a more significant role in shaping satisfaction than informational aspects. The study provides valuable implications for FDA providers and app developers to improve service efficiency, enhance user satisfaction, and foster long-term app engagement.
Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Budget Airlines Kok Ban Teoh; Yee Huei Lok; Lidwina Yi Ming Kee; Xuanting Li; Yinglan Li; Yuxin Li; Zhongkai Liao; Fahad Neyaz; Anees Jane Ali; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 8, No 3 (2025): September 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i3.4171

Abstract

In the highly competitive airline industry, budget carriers must focus on customer satisfaction as a critical strategy to sustain loyalty and differentiation. This study aims to investigate the factors influencing customer satisfaction with AirAsia in Malaysia, specifically examining the roles of price, service quality, food service, assurance, and empathy. A quantitative approach was employed using survey data collected from AirAsia passengers, and regression analysis was conducted to assess the influence of these variables. The results reveal that empathy, assurance, and food service significantly affect customer satisfaction, with empathy emerging as the strongest predictor (? = 0.480, p 0.01). Assurance also demonstrated a positive influence (? = 0.203, p 0.05), followed by food service (? = 0.178, p 0.1). Together, these variables explained 66.1% of the variance in customer satisfaction (R² = 0.661). In contrast, price (? = 0.059) and service quality (? = 0.069) showed no significant impact. These findings underscore the importance of prioritizing empathetic service, trust-building, and food quality enhancements over pricing strategies alone. The study provides both theoretical insights into customer satisfaction determinants in low-cost aviation and practical guidance for airlines seeking to strengthen customer experiences and maintain competitiveness.
Co-Authors Anees Jane Ali Daisy Mui Hung Kee Daisy Mui Hung Kee Dwi Nita Aryani Fahad Neyaz Feng Fang Guo Yilin Huang Yuheng Irdina Zulaikha binti Syukli Noor Azmin Lidwina Yi Ming Kee Lyn Liq Ooi Mifta Darus Salam Xuanting Li Yee Huei Lok Yinglan Li Yuxin Li Zhongkai Liao