Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific Asia Pacific Journal of Management and Education
Kok Ban Teoh
National Higher Education Research Institute, Universiti Sains Malaysia
Humanities Education Languange, Linguistic, Communication & Media Other

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Service Quality, Employee Personality, Satisfaction, Trust, and Customer Loyalty in Malaysia’s Restaurant Industry Kok Ban Teoh; Wang YongDuo; Wang QiMei; Wang Yang; Wang YiLing; PRIYA SETH; ANWESHA HAZARIKA; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4671

Abstract

Customer loyalty has become increasingly important for sustaining competitiveness and long-term success in the restaurant industry. This study examines the effects of service quality and employee personality on customer satisfaction and customer loyalty, as well as the roles of customer satisfaction and trust in shaping customer loyalty among restaurant customers in Malaysia. A quantitative approach was employed using a structured questionnaire distributed to customers of Haidilao Malaysia. A total of 220 valid responses were collected and analyzed using regression analysis. The results indicate that service quality (b = 0.30, p = 0.001) and employee personality (b = 0.56, p 0.001) have significant positive effects on customer satisfaction. Customer satisfaction also positively influences trust (b = 0.68, p 0.001), while trust significantly affects customer loyalty (b = 0.59, p 0.001). In addition, service quality (b = 0.25, p = 0.014) and employee personality (b = 0.54, p 0.001) directly contribute to customer loyalty. The findings suggest that employee personality plays a more prominent role than service quality in driving customer satisfaction and loyalty. Both operational and interpersonal service factors contribute to customer loyalty through customer satisfaction and trust.
The Impact of ChatGPT Usage on Academic Performance: The Mediating Role of Self-Regulated Learning Kok Ban Teoh; Rudresh Pandey; Mengge Zhang; Yiming Zhang; Yonghan Zhang; Ruidong Zhen; Aarushi Jatian; Shivi Srivastava; Daisy Mui Hung Kee
Asia Pacific Journal of Management and Education (APJME) Vol 9, No 2 (2026): July 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v9i2.4783

Abstract

The increasing adoption of generative artificial intelligence tools, particularly ChatGPT, has transformed the way students approach learning and academic tasks in higher education. This study examines the effect of ChatGPT usage on students’ academic performance and analyses the mediating role of self-regulated learning. A quantitative research design was employed, and data were collected from 20 higher education students using a structured questionnaire. ChatGPT usage was treated as the independent variable, self-regulated learning as the mediating variable, and academic performance as the dependent variable. The findings show that ChatGPT usage has a positive effect on academic performance and self-regulated learning. The results also indicate that self-regulated learning positively influences academic performance and mediates the relationship between ChatGPT usage and academic performance. These findings suggest that ChatGPT can support students by improving learning efficiency, providing quick access to information, and assisting with academic tasks
Co-Authors Aarushi Jatian ANWESHA HAZARIKA Daisy Mui Hung Kee Mengge Zhang PRIYA SETH Rudresh Pandey Ruidong Zhen Shivi Srivastava Wang QiMei Wang Yang Wang YiLing Wang YongDuo Yiming Zhang Yonghan Zhang