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All Journal Advances in Global Economics and Business Journal Annals of Human Resource Management Research International Journal of Tourism and Hospitality in Asia Pasific Journal of the Community Development in Asia International Journal of Accounting & Finance in Asia Pasific Asia Pacific Journal of Management and Education
Teoh, Kok Ban
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Investigating the Strategies Employed by Fast-Food Restaurant to Establish Sustainable Customer Relationships Teoh, Kok Ban; Lee, Jia Lin Jocelyne; Volha, Rudkouskaya; Zamri, Muhammad Syazwan Afifi Bin; Azian, Nadiah Hidayah Binti; Ng, Pei Long; Maulana, Zulkifli Ega Irvan; Via, Seviana; Vladimir, Gerasimenko; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 7, No 2 (2024): June 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v7i2.3252

Abstract

McDonald’s Corporation, established in 1940, is an American multinational fast-food chain. Over the years, McDonald’s has successfully expanded their business operation worldwide. The customer plays a vital role in the success of a business. The strategies and abilities to retain a customer will determine the survival of a business. Hence, this study aims to investigate the strategies employed by McDonald's to foster long-term customer relationships by examining various factors, including food quality, service quality, atmosphere, price, brand, and customer relationships. To explore, primary and secondary data collection was conducted through several sources, and a digital questionnaire was produced to collect data and information from 150 respondents. The results found that only atmosphere and brand had a significant positive impact on customer relationships. The study found that atmosphere has the strongest influence, followed by brand. This suggests that while food quality, service quality, and price are important, creating a pleasant atmosphere and fostering a strong brand are even more critical for McDonald's to build lasting customer relationships.
Analyzing Savings Behavior Among University Students: A Case Study of Bank's Financial Education Initiatives Teoh, Kok Ban; Nerkar, Saurabh Ravindra; Darware, Sakshi Ajay; Zaki, Siti Nazurah binti Mohd; Taufik, Nur Ain Afiqah Binti Mohd; Abdullah, Haziqzul Najmi Bin; Renyue, Zhang; Padam, Charu; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 7, No 3 (2024): October 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v7i3.3617

Abstract

This study investigates the impact of Maybank’s Financial Education Initiatives and financial goal-setting on the savings behavior of university students. Utilizing both primary and secondary data, the study aims to determine how financial education and the establishment of measurable financial goals influence students' savings habits. Primary data was collected through an online survey distributed to 200 university students using a Five-Point Likert Scale to measure responses regarding their participation in financial education programs, financial goals, and savings behavior. Secondary data was sourced from relevant academic journals focusing on accounting and finance research in the Asia Pacific region. The results reveal that both financial education and goal-setting significantly influence savings behavior, with financial goals exhibiting a stronger effect. Regression analysis shows that financial goals (? = 0.386) have a higher impact on savings than Maybank’s Financial Education Initiatives (? = 0.270). The study concludes that while financial literacy is crucial, goal-setting plays a more pivotal role in promoting consistent saving behavior. The findings imply that financial literacy programs should integrate goal-setting strategies to maximize their effectiveness in fostering long-term financial responsibility among students.
The Effect of Influencer Marketing on Gen Z Purchasing Intentions in Emerging Economies Dharma, Ida Bagus Surya; Hengky, Hengky; Ching, Lim Lee; Ni, Lim Shi; Zhen, Lim Shu; Yee, Lim Zhi; Brayn, Nsobundu Ugochukwu; Ilyas, Sehrish Syed; Teoh, Kok Ban; Tunde, Odebunmi Abayomi; Liem, Gai Sin; Edeh, Friday Ogbu; Sinha, Rupesh Kumar
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 3 (2024): November 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i3.3540

Abstract

The emergence of influencer marketing in developing countries has been facilitated by Generation Z's use of social media. This study's goal is to discover how influencer marketing will affect Gen Z consumers' purchasing intentions in Indonesia, Malaysia, India, and Nigeria. In this study, the data were examined utilizing descriptive, reliability, correlation, and regression analysis employing quantitative research and IBM SPSS Statistics 26. The data collection method was carried out online with a group of 150 individuals from the Gen Z demographic participating. The study highlights that perceived influencer credibility, product-influencer relevance, perceived expertise, and trustworthiness significantly impact Gen Z's purchasing intentions in Indonesia, Malaysia, India, and Nigeria. Authentic, credible influencers who align with a brand's image strengthen consumer trust and purchase intent. Marketers should prioritize collaborations with influencers known for genuine, relatable, and expert content, fostering deeper engagement and brand loyalty. While peers' reviews showed less impact, further research could explore Gen Z's evolving approach to social proof.
Factors Influencing Consumers’ Behavioral Intention to Use E-Hailing Services in Malaysia Gan, Kia Hui; Teoh, Kok Ban; Cheong, Choon Sing; Cheong, Li Qing; Chew, Hao Ran; Chia, Ting Ting; Chien, Yoke Choo; Ali, A. J.; Hung Kee, Daisy Mui
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 2 (2025): June 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i2.3992

Abstract

E-hailing is a service that links passengers with drivers of private cars or taxis by enabling consumers to schedule transportation via a website or mobile app such as GrabCar. In cities and locations with limited access to public transit, e-hailing services have grown in popularity. GrabCar is an e-hailing service that charges a set fee for chauffeured transportation in private vehicles. With GrabCar, users can quickly arrange where they want to be picked up and dropped off, view the estimated cost, and even follow their ride's arrival in real time. This study aims to investigate the factors influencing customers’ behavioral intention to use e-hailing apps- GrabCar in Malaysia. An online survey form was prepared to collect data from 100 respondents. The results indicate that factors including perceived usefulness and price of the GrabCar application have significant influences on the consumer’s behavioral intention to use the e-hailing service, while perceived ease of use and safety also play a role in influencing the consumer’s behavioral intention to use the e-hailing service. This study provides valuable insights and guidance to service providers, which enhances customer satisfaction for future development.
Factors Affecting the Revenue of MTE Mechanical Private Limited Company Teoh, Kok Ban; Cordova, Miguel; Ooi, Tin Phang; Tayyiba, Maryam; Warrier, Uma; Binti Azahar, Siti Fatini; Khow, Pei Fen; Loo, Ming Hao; Kee, Daisy Mui Hung; Liew, Chee Woh; Low, Chuan Heng; Chin, Wei Xuan
Journal of The Community Development in Asia Vol 4, No 1 (2021): January 2021
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v4i1.1001

Abstract

MTE Mechanical Private Limited Company is a manufacturing company located at Batu Maung, Malaysia producing fabricated metal products. During 2020, the company’s revenue has significantly decreased compared to the previous year. Therefore, the purpose of this research is to identify the factors which affect the revenue of the company. Online interviews were used to collect information from the company’s owner and three of their customers. The present study found that the delivery service and product’s quality of the company are the major issues having effects upon the company’s revenue. Moreover, the findings of the present study would benefit the company.
Factors Influencing Customer Satisfaction: A Case Study of Perodua Kuek, Thiam Yong; Teoh, Kok Ban; Tnay, Alicia Ai Xian; Ti, A Yee A/P A; Peedikayil, Adeeb Valliyapurayil; Mohamad Zaki, Aiman Hakim Bin; Azizul Jasri, Akhtar Izzeti Binti; Ali, Anees Jane; Mui Hung Kee, Daisy
Advances in Global Economics and Business Journal Vol. 6 No. 1 (2025): June 2025
Publisher : The Global Academia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51748/agebj.v6i1.102

Abstract

Perusahaan Otomobil Kedua Sdn Bhd or Perodua was founded in 1993. It is Malaysia's largest and first Energy-Efficient Vehicle (EEV) manufacturer. The company aims to provide Malaysians with full mobility through high-quality, useful products and services. The recent Daihatsu testing scandal raised concerns among Perodua customers, as it seemed to implicate Perodua vehicles. Although Malaysia’s Road Transport Department has cleared Perodua of any involvement in the scandal it remains essential to assess customer satisfaction with Perodua vehicles in light of this incident or other similar incidents in the future. Thus, this study attempts to explore the factors that affect customer satisfaction with emphasis on trust, brand image, perceived price fairness, and customer service as the factors. 150 Perodua customers participated, completing the quantitative research through a self-administered questionnaire. The collected data was analysed using SPSS software based on multiple regression analysis. The results showed that trust, brand image, and perceived price fairness greatly influence Perodua's customer satisfaction. With the ultimate goal of increasing customer satisfaction and competitive advantage in the automotive industry
Factors Influencing IKEA Purchase Decisions in Malaysia: Analysis Pricing, Convenience, Consumer Experience, and Loyalty Teoh, Kok Ban; Lew, Carol; Lok, Yee Huei; Lew, Yen Ru; Li, Haoran; Li, Jihan; Ali, Anees Jane; Mui Hung Kee, Daisy
Advances in Global Economics and Business Journal Vol. 6 No. 1 (2025): June 2025
Publisher : The Global Academia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51748/agebj.v6i1.103

Abstract

This study investigates the factors influencing IKEA purchase decisions in Malaysia, focusing on pricing, convenience, consumer experience, and loyalty. The research analyzes how IKEA’s affordable pricing strategy enhances accessibility and consumer satisfaction. Convenience is examined through features like online ordering with pick-up points and well-designed store layouts, which reduce consumer effort and time. The study also explores the impact of IKEA’s digital platform, which allows free membership registration, providing benefits such as vouchers and exclusive gifts to foster consumer loyalty. Feedback collection through the website contributes to continuous improvement in consumer experience. This research offers insights into the effectiveness of these strategies and their role in shaping purchase decisions in Malaysia. Findings contribute to a deeper understanding of consumer behavior and provide actionable recommendations for enhancing retail strategies in the furniture industry.
Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Budget Airlines Teoh, Kok Ban; Lok, Yee Huei; Kee, Lidwina Yi Ming; Li, Xuanting; Li, Yinglan; Li, Yuxin; Liao, Zhongkai; Neyaz, Fahad; Ali, Anees Jane; Kee, Daisy Mui Hung
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.
Understanding User Satisfaction and Its Impact on Food Delivery Apps Dependency Among University Students Teoh, Kok Ban; Liq Ooi, Lyn; Aryani, Dwi Nita; Syukli Noor Azmin, Irdina Zulaikha binti; Fang, Feng; Yilin, Guo; Yuheng, Huang; Salam, Mifta Darus; Hung Kee, Daisy Mui
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.
Determinants of Digital Consumer Behavior in Online Food Delivery Applications in the Post-Pandemic Era Lok, Yee Huei; Teoh, Kok Ban; Cheang, Wen Jing; Chen, Liangyu; Chen, Quanxi; Feng, Xinkai; Chen, Zhuyi; Ali, Anees Jane; Kee, Daisy Mui Hung
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.v8i3.4226

Abstract

The rapid advancement of digital technology and post-pandemic lifestyle changes have significantly transformed consumer purchasing behavior, accelerating the growth of online food delivery (OFD) platforms. This study aims to examine the factors influencing customer behavior toward FoodPanda, a leading OFD service in Malaysia, focusing on purchase decisions, usage frequency, and satisfaction. Guided by the technology acceptance model (TAM) and the theory of planned behavior (TPB), the study investigates the effects of perceived promotion, perceived convenience, perceived trust, and service quality on consumer behavior. Using a quantitative approach, data were collected from 200 respondents through an online questionnaire and analyzed using multiple regression analysis. The model explains 80.1% of the variance in customer behavior, with perceived convenience (? = 0.303) being the most influential factor, followed by perceived promotion (? = 0.276) and perceived trust (? = 0.248), while service quality (? = 0.126) is positive but weaker. The results underscore the importance of convenience, trust, and promotional strategies in enhancing customer engagement. This study provides insights into post-pandemic digital consumption patterns and offers practical implications for improving user experience and marketing effectiveness in the competitive OFD market.
Co-Authors A/P Nagenthran, Yarshinni Abdullah, Haziqzul Najmi Bin Aggarwal, Juhi Ali, A. J. Ali, Anees Jane Ang, Delon Wern Jian Ang, Hui Hui Ang, Jia Wei AV, Akshay Azian, Nadiah Hidayah Binti Azizul Jasri, Akhtar Izzeti Binti Binti Azahar, Siti Fatini Binti Harudin, Fathimah Az-Zahra Binti Mohd Rizal, Auni Nadiah Binti Niyas Ali, Azra Parvin Bong, Allychia Ling Li Brayn, Nsobundu Ugochukwu Cai, Zhen Cao, Sheng Jie Cao, Ze Lei Chan, Jia Jun Chauhan, Shalini Cheah, Zong Bin Cheang, Wen Jing Chen, Liangyu Chen, Quanxi Chen, Zhuyi Cheong, Choon Sing Cheong, Li Qing Chew, Hao Ran Chia, Jia Xin Chia, Ting Ting Chien, Yoke Choo Chin, Wei Xuan Ching, Lim Lee Choy, Jin Feng Chuah, Yan Jin Cordova, Miguel Dabeer, Sindhu L Darishini, Letchumunen Darware, Sakshi Ajay Das, Abhijit Dharma, Ida Bagus Surya Dubey, Avinas Kumar Dwi Nita Aryani Edeh, Friday Ogbu Espinoza, Miguel Córdova Espinoza, Miguel Córdova Fang, Feng Faturrahman, Iqbal Fen, Khow Pei Feng, Xinkai Gan, Kia Hui Ganatra, Varsha Goh, Yi Lin Gupta, Shikhar Hengky Hengky, Hengky Hor, Sin Ni Hui, Gan Kia Hung Kee, Daisy Mui Ilyas, Sehrish Syed Jacinta, Ofojama Blessing Jagdale, Akash Jia Yee, Foong Jian, Delon Ang Wern Jivega, Nadarajah Kanoujiya, Snehal Deepak Kavithanjli, Munusamy Kee, Daisy Mui Hung Kee, Lidwina Yi Ming Khoiruwnia, Fadhilah Khow, Pei Fen Kit Ng, Bryan Mung Koay, Wei Lun Kuek, Thiam Yong López, Carolina Ardila Lee Fan, Gan Lee, Gim Seng Lee, Jia Lin Jocelyne Lee, Jie Min Lew, Carol Lew, Tek Yew Lew, Yen Ru Li, Haoran Li, Jihan Li, Xuanting Li, Yinglan Li, Yuxin Liao, Zhongkai Liem, Gai Sin Liew, Chee Woh Lim, Chin Hui Lim, Chung Hong Lim, Jin Ting Lim, Kai En Lim, Pei En Lim, Yen Ying Ling, Wei Aw Liou, Zi Yao Liq Ooi, Lyn Lok, Yee Huei Loo, Ming Hao Low, Chuan Heng Low, Song Han Low, Yen Ling Lu, Shuang Ma, Yan Qi Madan, Sahana Madhu, Amitha Mah, Ehy Tarh Maheswaran, Yashwiny Malik, Anurag Maulana, Zulkifli Ega Irvan Ming, Che Mohamad Zaki, Aiman Hakim Bin Mohan, Nitin Mui Hung Kee, Daisy Murugan, Yashene Muthraj, Roshni Guru Nair, Rajesh Kumar Nayak, Prajna Nazira, Aina Neoh, Kah Yong Nerkar, Saurabh Ravindra Neyaz, Fahad Ng, Ningze Ng, Pei Long Ng, Ruen Chye Ng, Yi Hong Ni, Lim Shi Ooi, Tin Phang P V, Ranjith Padam, Charu Pandey, Shivangi Pérez, Camilo Pérez-Restrepo, Camilo Peedikayil, Adeeb Valliyapurayil Pérez, Camilo Prerna, Kumari R G, Sushma Raam, Ashwinytaah Rabba, Alya Zikrina Rana, Rajeev Renyue, Zhang Rishimelan, Sangar S, Chetana Salam, Mifta Darus Satia Utama, A A Gde Shaikh, Sanowar Shekar, Shetty Lavanya Shihui, Lin Singh, Amisha Siddhu Singh, Himanshi Singh, Padmalini Sinha, Rupesh Sinha, Rupesh Kumar Suardi, Elyoni Inez Sandra Syukli Noor Azmin, Irdina Zulaikha binti Tan, Florence E-Vern Tan, Qing Yee Taufik, Nur Ain Afiqah Binti Mohd Tayyiba, Maryam Teh, Wan Xin Thulasedass, Sharmila Ti, A Yee A/P A Tnay, Alicia Ai Xian Tunde, Odebunmi Abayomi Umamageswari, Umamageswari V, Yashaswini. Via, Seviana Vladimir, Gerasimenko Volha, Rudkouskaya Wan, Yong Hong Warrier, Uma Wei, Fu Wijaya, Shahwatul Hajjah Islamia Wong, Joey Wong, Xin Shi Xuan, Lim Ee Yee, Lim Zhi Yeoh, Li Khuan Yilin, Guo Yong, Hui Yee Yuheng, Huang Zaki, Siti Nazurah binti Mohd Zamri, Muhammad Syazwan Afifi Bin Zhafira, Adzra Zhen, Lim Shu