Article Per Year (5 Year)
p-Index From 2021 - 2026
0.702
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This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific International Journal of Accounting & Finance in Asia Pasific Asia Pacific Journal of Management and Education
Kok Ban Teoh
National Higher Education Research Institute, Universiti Sains Malaysia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance 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
Factors Influencing Consumer Trust in E-Commerce Platforms in Malaysia Vijayakumar Ramasamy Velar; Kok Ban Teoh; Yun Ning Lee; Levinash A/L Anantha Kumar; Li Shuyi; Li Wangchengpeng; Dhili Krishnan S; Dilvanas T; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 3 (2026): October 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i3.5122

Abstract

Consumer trust in e-commerce platforms is important as it reduces customer attrition and encourages continuous online transactions. In 2025, Malaysia recorded substantial financial losses due to online scams, highlighting the importance of building consumer trust in digital platforms. This study aims to investigate the roles of perceived security, platform reputation and information privacy in influencing trust among university students. Using a quantitative approach, data will be collected from 180 respondents via an online survey and analyzed to test the hypotheses. The study is expected to provide insights into how e-commerce platforms can enhance consumer trust by improving security measures, strengthening platform reputation and ensuring better protection of users’ personal information. It is also expected to suggest that platforms should prioritize secure payment gateways and proactive fraud detection to mitigate financial losses and rebuild consumer confidence in the Malaysian digital economy.
From Cash to Cashless: The Effect of Digital Payment Adoption on Students’ Spending Behaviour in Malaysia and India Kok Ban Teoh; Rudresh Pandey; Letong Zhang; Yoges Ganesamurthi; Zhaoye Zhu; Jiakuo Zhang; Pradeep Kumar Tripathi; Bhaumik Baijnath; Rishabh Patel; Daisy Mui Hung Kee
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 9, No 3 (2026): October 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v9i3.5116

Abstract

The rapid adoption of digital payment systems has transformed financial transactions in Malaysia and India, raising concerns about their potential influence on students’ spending behaviour. This study examines the influence of digital payment adoption, security perception, social influence, and consumer habits on spending behaviour. A quantitative approach was employed using an online questionnaire involving 158 respondents from Malaysia and India. Data were analysed using descriptive statistics, Pearson correlation, and multiple regression analysis through SPSS. The results revealed that consumer habits were the only significant positive predictor of spending behaviour (? = 0.703, p .001). Conversely, digital payment adoption (? = ?0.076, p = .267), security perception (? = 0.122, p = .056), and social influence (? = 0.024, p = .711) showed no statistically significant independent effects. These findings highlight the importance of habitual payment practices in shaping spending behaviour. The study contributes to understanding digital financial behaviour and emphasises the need for financial literacy, responsible spending, and effective financial management among university students.
Co-Authors Aarushi Jatian ANWESHA HAZARIKA Bhaumik Baijnath Daisy Mui Hung Kee Daisy Mui Hung Kee Dhili Krishnan S Dilvanas T Jiakuo Zhang Letong Zhang Levinash A/L Anantha Kumar Li Shuyi Li Wangchengpeng Mengge Zhang Pradeep Kumar Tripathi PRIYA SETH Rishabh Patel Rudresh Pandey Rudresh Pandey Ruidong Zhen Shivi Srivastava Vijayakumar Ramasamy Velar Wang QiMei Wang Yang Wang YiLing Wang YongDuo Yiming Zhang Yoges Ganesamurthi Yonghan Zhang Yun Ning Lee Zhaoye Zhu