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All Journal International Journal of Applied Business and International Management 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
Oh, Zi Jian
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia Oh, Zi Jian; Lew, Tek Yew; Teik, Saw Wei; Elangoh, Sarveena A/P; Shen, Ze Bin; Shoo, Yee Wen; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2327

Abstract

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.
Customer Satisfaction on How McDonald's Performs on Post-Pandemic Oh, Zi Jian; Liem, Gai Sin; Han, Liew Chu; Xing, Liew Qiad; Yie, Liew Qian; Kang, Lim Boon; Rania, Hasna; Bahari, M. Hendis Mulya; Ainurridho, Dhani; Daifullah, Doly Difa
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2372

Abstract

The Covid-19 has driven the entire planet to a dangerous tipping point, and no one is spared from this crisis, including our nation, Malaysia. Malaysia imposed the movement control order (MCO) on March 18, 2020, to blunt the exponential rise of Covid-19 cases and transition to the endemic phase of the Covid-19 pandemic on April 1, 2022. On account of that, this paper identifies customer satisfaction in the ways (social distancing, use of masks and hand sanitizers, contactless and cashless system, hygiene and cleanliness, and checking body temperature) McDonald’s adopted in Malaysia to surmount the outbreak of Covid-19. The researchers have collected primary data via Google Forms, with 150 participants partaking in this survey, and secondary data from different sources to conduct a deeper study on the research topic. Therein, this paper can enhance the understanding of how McDonald's performed post-pandemic. The researchers have used the IBM SPSS Statistic software to analyze the data collected. Overall, researchers find that most customers are satisfied with the measures taken by McDonald’s to combat Covid-19
Shopee: How Does E-commerce Platforms Affect Consumer Behavior during the COVID-19 Pandemic in Malaysia? Wong, Khoon Xue; Wang, Yinghui; Wang, Ruting; Wang, Mengyao; Oh, Zi Jian; Lok, Yee Huei; Khan, Nawaz; Khan, Faijan
International Journal of Accounting & Finance in Asia Pasific (IJAFAP) Vol 6, No 1 (2023): FEBRUARY EDITION OF INTERNATIONAL JOURNAL OF ACCOUNTING FINANCE IN ASIA PASIFIC
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v6i1.1934

Abstract

Shopee is the largest e-commerce platform in Southeast Asia, continued to grow in Shopee users during the covid-19 outbreak. The Shopee platform not only facilitates consumers to purchase essential items during the pandemic, but it also assists sellers in showcasing their products and ultimately achieving online shopping success after offline stores were forced to close. Shopee provides a simple and convenient interface for customers to have a better online shopping experience. This study aims to examine how Shopee as an enormous e-commerce platform affects consumer behavior during the Covid-19 pandemic in Malaysia. A total of 100 Shopee users from Malaysia participated in this survey. The data is collected through an online questionnaire survey. The findings depicted that perceived usefulness is the most factor affected consumer behavior. Interestingly, we discovered that perceived price did not significantly influence consumer behavior. The findings provide new insights into user perceptions of Shopee and contribute to consumer behavior. Keywords: Consumer behavior, COVID-19, E-commerce, Malaysia, Perceptions, Shopee
Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia Oh, Zi Jian; Lew, Tek Yew; Teik, Saw Wei; Elangoh, Sarveena A/P; Shen, Ze Bin; Shoo, Yee Wen; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2327

Abstract

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.
Customer Satisfaction on How McDonald's Performs on Post-Pandemic Oh, Zi Jian; Liem, Gai Sin; Han, Liew Chu; Xing, Liew Qiad; Yie, Liew Qian; Kang, Lim Boon; Rania, Hasna; Bahari, M. Hendis Mulya; Ainurridho, Dhani; Daifullah, Doly Difa
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2372

Abstract

The Covid-19 has driven the entire planet to a dangerous tipping point, and no one is spared from this crisis, including our nation, Malaysia. Malaysia imposed the movement control order (MCO) on March 18, 2020, to blunt the exponential rise of Covid-19 cases and transition to the endemic phase of the Covid-19 pandemic on April 1, 2022. On account of that, this paper identifies customer satisfaction in the ways (social distancing, use of masks and hand sanitizers, contactless and cashless system, hygiene and cleanliness, and checking body temperature) McDonald’s adopted in Malaysia to surmount the outbreak of Covid-19. The researchers have collected primary data via Google Forms, with 150 participants partaking in this survey, and secondary data from different sources to conduct a deeper study on the research topic. Therein, this paper can enhance the understanding of how McDonald's performed post-pandemic. The researchers have used the IBM SPSS Statistic software to analyze the data collected. Overall, researchers find that most customers are satisfied with the measures taken by McDonald’s to combat Covid-19
Shopee: How Does E-commerce Platforms Affect Consumer Behavior during the COVID-19 Pandemic in Malaysia? Wong, Khoon Xue; Wang, Yinghui; Wang, Ruting; Wang, Mengyao; Oh, Zi Jian; Lok, Yee Huei; Khan, Nawaz; Khan, Faijan
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v6i1.1934

Abstract

Shopee is the largest e-commerce platform in Southeast Asia, continued to grow in Shopee users during the covid-19 outbreak. The Shopee platform not only facilitates consumers to purchase essential items during the pandemic, but it also assists sellers in showcasing their products and ultimately achieving online shopping success after offline stores were forced to close. Shopee provides a simple and convenient interface for customers to have a better online shopping experience. This study aims to examine how Shopee as an enormous e-commerce platform affects consumer behavior during the Covid-19 pandemic in Malaysia. A total of 100 Shopee users from Malaysia participated in this survey. The data is collected through an online questionnaire survey. The findings depicted that perceived usefulness is the most factor affected consumer behavior. Interestingly, we discovered that perceived price did not significantly influence consumer behavior. The findings provide new insights into user perceptions of Shopee and contribute to consumer behavior.
The Role of Robotics-Driven Productivity, Profit, and Employee Satisfaction in Enhancing Sustainability in the Beverage Industry Lukman, Jimoh Adams; Oh, Zi Jian; bin Johani, Muhammad Azim Akmal; bin Mohd Tarmizi, Muhammad Alimi; bin Ahmad Sobri, Muhammad Afiq Hakimie; bin Sulaiman, Muhammad Amar Basyir; Wirawan, Suryo; Wicaksana, Dhymas Pramana; Trusevich, Mikita; Kee, Daisy Mui Hung
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.v7i3.3541

Abstract

This research examines the perceptions of individuals from diverse backgrounds regarding the role of robotics in the Coca-Cola industry, focusing on productivity, profitability, and employee satisfaction. The objective was to evaluate how robotics impacts organizational efficiency and sustainability in beverage manufacturing, especially Coca-Cola. A quantitative methodology was employed, utilizing a Google Form questionnaire distributed to 50 respondents from Malaysia, Indonesia, India, and Belarus. The survey assessed the perceived productivity, profitability, and satisfaction related to robotic integration in Coca-Cola's operations. Results indicated that respondents rated the productivity of robotics positively, with a mean score of 3.84, suggesting a strong perception of automation’s efficiency. Profitability was similarly viewed favorably, with a mean of 3.86, indicating that robotics contributes to organizational profitability. Employee satisfaction with robotics had a slightly lower mean score of 3.82, reflecting a neutral to positive outlook. In conclusion, robotics significantly enhances productivity and profitability in the beverage industry, while employee satisfaction, though important, has a secondary impact on sustainability outcomes.
The Influence of Artificial Intelligence on Customer Retention in the Asian E-Commerce Market Oh, Zi Jian; Odebunmi, Abayomi Tunde; Teoh, Yun Ern; Thoe, Wei Min; Toh, Yu Jing; Toh, Yu Xuan; Ali, Anees Janee; Kee, Daisy Mui Hung
Asia Pacific Journal of Management and Education (APJME) Vol 8, No 1 (2025): March 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v8i1.3865

Abstract

Artificial intelligence (AI) has become a key driver in enhancing customer retention in e-commerce. This study examines the influence of AI-driven personalization, efficiency and convenience, and customer trust and loyalty on customer retention in Lazada’s Asian market. A quantitative research approach was employed, with data collected through an online survey of 150 Lazada users using convenience sampling. The survey measured key constructs using a five-point Likert scale, and IBM SPSS Statistics 27 was used for analysis. The regression results indicate that customer trust and loyalty (? = 0.694, p 0.001) have the strongest impact on customer retention, followed by personalization (? = 0.166), while efficiency and convenience (? = 0.062) have a minimal effect. The model explains 82.5% of the variance in customer retention (R² = 0.825), demonstrating strong predictive power. These findings highlight the importance of fostering trust and personalized experiences in AI-driven e-commerce strategies. While efficiency and convenience enhance the shopping experience, they play a lesser role in long-term retention. The study suggests that businesses should prioritize AI-driven trust-building strategies and culturally adapted personalization techniques to strengthen customer loyalty and sustain retention in competitive e-commerce environments.
Factors of the Development and Decline in New Industrial Era: A Case Study of 7-Eleven Oh, Zi Jian; Liem, Gai Sin; binti Ismail, Safina; binti Mohd Indera JR, Siti Aina Antasya; binti Abdul Hakim, Nur Muslihah; Febrianto, Ivan; Sia, Su Wei; Tan, Jo Ying; Tan, Wei Qi; Ting, Hui Wen; Kee, Daisy Mui Hung
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.v4i1.994

Abstract

The purpose of this study is to investigate factors of the development and decline of 7-Eleven in the new industrial era. This study examined the relations between marketing mix strategy (4Ps) and customer satisfaction significantly predicting the development and decline of 7-Eleven. A total of 108 respondents, 56 Malaysian and 52 Indonesian, were involved to collect the data by questionnaires. The regression results provided sufficient evidence that factors of 7-Eleven development are positively related to its marketing mix strategy and customer satisfaction or vice versa. This finding provides profound understanding about the relationship between the development and decline factors in new industrial era, its marketing mix strategy and customer satisfaction.
The Recipe for Delight: An Empirical Study of Customer Satisfaction in the Fast-Food Industry Tunde, Odebunmi Abayomi; Oh, Zi Jian; Yap, Tat Cong; Yap, Wee Na; Parthiben, Yashwini A/P; Binti Amizi, Yasmin Husna; Ye, Tian; 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.v8i3.4173

Abstract

Subway has established itself as one of the leading fast-food chains in Malaysia by offering customizable sandwiches and promoting a fresh, healthy image. However, customer satisfaction in the fast-food sector is shaped by multiple factors, including price, product quality, promotional effectiveness, and perceived convenience, all of which determine customer loyalty and competitiveness. This study aims to investigate how these factors influence satisfaction with Subway in Malaysia. Data were collected from 110 respondents through an online survey distributed via Google Forms and analyzed using SPSS regression analysis. The results demonstrate that perceived convenience (? = 0.459, p 0.001) and price (? = 0.218, p 0.05) significantly enhance customer satisfaction, jointly explaining 49.9% of the variance (R² = 0.499). In contrast, product (? = 0.099, p 0.05) and promotion (? = 0.043, p 0.05) showed no significant effect, indicating that customers may treat them as standard expectations rather than decisive factors. These findings suggest that Subway should prioritize improving convenience through efficient service channels and digital solutions while maintaining competitive pricing strategies. Innovations in product and promotion remain important to sustain differentiation and strengthen long-term customer loyalty
Co-Authors Ainurridho, Dhani Ali, Anees Jane Ali, Anees Janee Bahari, M. Hendis Mulya bin Ahmad Sobri, Muhammad Afiq Hakimie bin Johani, Muhammad Azim Akmal bin Mohd Tarmizi, Muhammad Alimi bin Sulaiman, Muhammad Amar Basyir binti Abdul Hakim, Nur Muslihah Binti Amizi, Yasmin Husna binti Ismail, Safina binti Mohd Indera JR, Siti Aina Antasya Daifullah, Doly Difa Elangoh, Sarveena A/P Febrianto, Ivan Ganatra, Varsha Han, Liew Chu Kang, Lim Boon Kee, Daisy Mui Hung Khan, Faijan Khan, Nawaz Lew, Tek Yew Liem, Gai Sin Lok, Yee Huei Lukman, Jimoh Adams Mane, Gandhar Munisvarar, Prabawathy A/P Arulanantha Odebunmi, Abayomi Tunde Oh, Jinzun Ong, Li Zhen Ong, Wen Huey Parthiben, Yashwini A/P Rania, Hasna Satia Utama, Anak Agung Gde Shen, Ze Bin Shoo, Yee Wen Sia, Su Wei Tan, Jo Ying Tan, Wei Qi Teik, Saw Wei Teoh, Yun Ern Thoe, Wei Min Ting, Hui Wen Toh, Yu Jing Toh, Yu Xuan Trusevich, Mikita Tunde, Odebunmi Abayomi Wang, Mengyao Wang, Ruting Wang, Yinghui Wicaksana, Dhymas Pramana Wirawan, Suryo Wong, Khoon Xue Xing, Liew Qiad Yap, Tat Cong Yap, Wee Na Ye, Tian Yie, Liew Qian