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All Journal International Journal of Applied Business and International Management International Journal of Tourism and Hospitality in Asia Pasific
Hung, Daisy Kee Mui
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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How Service Quality Influence Customer Satisfaction: A Case Study of Starbucks in Malaysia Yahui, Luo; Siwen, Chen; Binti Ahmad Anis, Nur Shafinaz; Guodong, Sun; Yuanhao, Guan; Hung, Daisy Kee Mui; A., Azmi N.
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2173

Abstract

The purpose of this study is to examine how service quality in Starbucks influences customer satisfaction and loyalty towards Starbucks coffee products. Services usually related to the food and beverages industry, mainly cafes and restaurants. The quality of service provided by café services is an idea that is always used by customers in evaluating the quality of that café, and quality and taste of the food or beverages. The services provided by the company throughout the years have always called attention to the public as consumers. The respondents for this case study are the customers of Starbucks Malaysia. This report reveals the relationship between types of service quality of Starbucks and how customers get satisfied by it. From this study, it was found that the quality of service has a huge impact on customer satisfaction which most customers prefer a high-quality service. High quality service will increase customer loyalty. Besides that, high satisfaction increases customer loyalty which indicates satisfied customers definitely affect the loyalty of customers. It is suggested that the attitude of employees should be managed and trained well. For the management department, the supervision and evaluation of catering service quality and after-sales work must be strengthened.
OYO Rooms: Their Hospitality and Customer Satisfaction Sharma, Shobha; Nidhi, Nidhi; Pathak, Smita; Pandey, Rudresh; Tianen, Wang; Hung, Daisy Kee Mui; XiaoLin, Huang; Xuan, Wang Ying; Rana, Virat; Naresh, Prudhvi; P.V, Ranjith
International Journal of Tourism and Hospitality in Asia Pasific Vol 3, No 3 (2020): October 2020
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (149.24 KB) | DOI: 10.32535/ijthap.v3i3.942

Abstract

The study is being done on the problems faced by the hospitality and tourism industries. Their growth and development. But here the research is done specifically in respect to OYO. The objective here is to tell the growth story of OYO room in the most objective way possible as a "situation case". One of the efforts has been to provide a body of information of sufficient size to analyse the reasons for the current success of OYO room in particular and the emerging Indian business model of innovative use of technology and marketing principles. The case presents the successful story of the entrepreneur Ritesh Aggarwal, about how he used the idea of hospitality and hotels that generated a significant investment in this segment. The government is in action is focusing on "Make in India", which means that entrepreneurs like Ritesh Aggarwal will be encouraged and supported. It is necessary to create a comfort zone for the young minds so that they can become successful businessmen, leading to the economic growth of the country. So, this Project Report is being prepared by researching the problems faced by the OYO regarding its hospitality and customer satisfaction and its marketing. There are some particular solutions that are recognized by our team for the respective problems which will be useful for the hospitality and tourism industries to overcome certain problems. These solutions will open the doors for the industries that are going to be in this field referring the past data analysis of OYO which is studied and prepared by our team in this Research Project.
How Service Quality Influence Customer Satisfaction: A Case Study of Starbucks in Malaysia Yahui, Luo; Siwen, Chen; Binti Ahmad Anis, Nur Shafinaz; Guodong, Sun; Yuanhao, Guan; Hung, Daisy Kee Mui; A., Azmi N.
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2173

Abstract

The purpose of this study is to examine how service quality in Starbucks influences customer satisfaction and loyalty towards Starbucks coffee products. Services usually related to the food and beverages industry, mainly cafes and restaurants. The quality of service provided by café services is an idea that is always used by customers in evaluating the quality of that café, and quality and taste of the food or beverages. The services provided by the company throughout the years have always called attention to the public as consumers. The respondents for this case study are the customers of Starbucks Malaysia. This report reveals the relationship between types of service quality of Starbucks and how customers get satisfied by it. From this study, it was found that the quality of service has a huge impact on customer satisfaction which most customers prefer a high-quality service. High quality service will increase customer loyalty. Besides that, high satisfaction increases customer loyalty which indicates satisfied customers definitely affect the loyalty of customers. It is suggested that the attitude of employees should be managed and trained well. For the management department, the supervision and evaluation of catering service quality and after-sales work must be strengthened.
A Study on Consumer Behaviour: Transition from Traditional Shopping to Online Shopping During the COVID-19 Pandemic Aryani, Dwi Nita; Nair, Rajesh Kumar; Hoo, Dana Xing Yue; Hung, Daisy Kee Mui; Lim, Deborah Hong Ru; Chandran, Dharaniya A/P Ravi; Chew, Wei Ping; Desai, Amey
International Journal of Applied Business and International Management Vol 6, No 2 (2021): August 2021
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v6i2.1170

Abstract

This study aims to investigate Malaysian and Indian consumers’ preferred ways of shopping, the reasons behind their choices, and problems of transactions they faced during the pandemic. Data were primarily collected through a survey distributed to 200 respondents. The study concluded that it is unlikely for online shopping to replace traditional shopping as many consumers remain value physical examination of the products prior to purchase. However, many have opted for online shopping for its various advantages. Regardless of which method of shopping, respondents face similar problems in their transactions. The findings of this study may serve as a guideline for businesses to integrate into online shopping platforms for potential future development.
Co-Authors A., Azmi N. Binti Ahmad Anis, Nur Shafinaz Chandran, Dharaniya A/P Ravi Chew, Wei Ping Desai, Amey Dwi Nita Aryani Guodong, Sun Hoo, Dana Xing Yue Lim, Deborah Hong Ru Nair, Rajesh Kumar Naresh, Prudhvi Nidhi, Nidhi P.V, Ranjith Pandey, Rudresh Pathak, Smita Rana, Virat Sharma, Shobha Siwen, Chen Tianen, Wang XiaoLin, Huang Xuan, Wang Ying Yahui, Luo Yuanhao, Guan