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This Author published in this journals
All Journal International Journal of Communication and Society Advances in Global Economics and Business Journal 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
Liem, Gai Sin
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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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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
AI-assisted Food Ordering and Delivery Management System for KFC: Insights from Malaysia, Indonesia and India Liem, Gai Sin; Koay, Loke Kean; Sanderan, Padmavathy A/P; Pong, Hui Ling; Poon, Zi Ying; Marimuthu, Sahliny A/P; Gisca, Aulia Purdiana; Gupta, Manshi; Saxena, Mansi; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 6, No 3 (2023): Journal of The Community Development in Asia (JCDA)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v6i3.2540

Abstract

AI-assisted food ordering and delivery management systems is a revolutionary technology which aims to improve the ordering and delivery process of food by incorporating artificial intelligence. Hence, most of the restaurant owners had implemented AI-assisted food ordering and delivery management systems for improving the business efficiency and customer satisfaction. The objective of this paper is to evaluate how the AI-assisted service can create efficient planning and better customer satisfaction, predict consumer behavior which can save time and wastage of products for the restaurants. There were 100 respondents who participated in the online survey. The study and findings indicate that perceived convenience, reliability, price, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for food delivery services. Subsequently, this research contributes to a deeper understanding of the AI-assisted food ordering and delivery management system for restaurants. Recommendations and consequences were presented.
A Study of Customers’ Satisfaction at Burger King in Asian Countries Teoh, Kok Ban; Lew, Tek Yew; Gupta, Shikhar; Ang, Jia Wei; Ang, Hui Hui; Bong, Allychia Ling Li; Nazira, Aina; Zhafira, Adzra; Chauhan, Shalini; Pandey, Shivangi; Liem, Gai Sin; Mohan, Nitin
Journal of The Community Development in Asia Vol 6, No 3 (2023): Journal of The Community Development in Asia (JCDA)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v6i3.2545

Abstract

The desire to raise customer satisfaction is driven by the rising demand for high-quality services from customers and the fierce competition in the fast-food business. The objective of this study is to examine the factors effecting customers’ satisfaction at Burger King including perceived product quality, price and service quality in Asian Countries. The countries selected for this study are Malaysia, Indonesia, India. A quantitative method was applied using surveys to collect data from customers. There were 126 customers who had made purchases at Burger King's who participated in the survey. This study found a substantial relationship between every independent variable and customer satisfaction. As a result of the findings, Burger King should focus on maintaining food quality, serving customers with speed and keeping the price competitive to have a positive impact on satisfaction.
Factors Affect Tourism Stock Price in Indonesia Goh, Thomas Sumarsan; Henry, Henry; Toni, Nagian; Erika, Erika; Liem, Gai Sin
International Journal of Communication and Society Vol 4, No 1 (2022): June 2022
Publisher : Association for Scientific Computing Electrical and Engineering (ASCEE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31763/ijcs.v4i1.507

Abstract

The study aims to examine which factors affect the tourism stock price more. The study uses weekly exchange rate and tourism stock prices; the inflation, interest rate, and the number of tourism use monthly data. Using descriptive statistics, correlation matrix, augmented Dickey Fuller's unit root test, VAR, the Granger causality test, and Impulse Response. The results show that all the variables in our observations have no causal relationship. Interest rates do not have a causal relationship with exchange rates, inflation, number of tourists, and tourism stock prices. The VAR models show interest rate has a negative impact on tourism stock price, exchange rate, and the number of tourists positively impacting tourism stock price. Inflation has no impact on tourism stock price. A decrease in interest rates will encourage investment to develop a business. A decrease in the IDR exchange rate against the USD will lower the product's price, so foreign tourists will feel that Indonesian goods are getting cheaper; thus, they will spend more and increase the tourism company's share price. Regulators can use the research results by lowering and maintaining the stability of interest rates, exchange rates, inflation, and increasing the number of tourists to Indonesia. 
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
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.
Riding the Wave of Satisfaction: Exploring Service Quality and Customer Satisfaction in Ride-Hailing Services Tan, Lay Hong; Liem, Gai Sin; Sing, Steven; Sim, Vivian; Sim, Wei Siang; Binti Abdull, Siti Nur Allisya Nurulzaman; Binti Mohamed Ridzuan, Siti Nursyakiroh; Ali, Anees Janee; Kee, Daisy Mui Hung
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.v8i2.4010

Abstract

In Malaysia, ride-hailing services like Grab Car increasingly supplement public transport. This study examines how five service quality dimensions—tangibility, empathy, responsiveness, reliability, and assurance—affect customer satisfaction. Using a quantitative method, data were collected via an online survey of 100 respondents and analyzed through regression analysis. The results show that perceived service reliability (? = 0.345, p 0.001) and assurance (? = 0.439, p 0.001) significantly and directly influence customer satisfaction, explaining 50.3% of the variance (R² = 0.503). Empathy (? = 0.517) and responsiveness (? = 0.355) influence satisfaction indirectly through reliability, while tangibility (? = 0.415) and responsiveness (? = 0.365) do so through assurance. However, tangibility does not significantly affect reliability, and empathy does not influence assurance. These findings suggest that improving reliability and assurance, supported by other service dimensions, can enhance customer satisfaction. This research offers practical insights for public transport and ride-hailing services to strengthen service quality and increase customer loyalty.
AI-assisted Food Ordering and Delivery Management System for KFC: Insights from Malaysia, Indonesia and India Liem, Gai Sin; Koay, Loke Kean; Sanderan, Padmavathy A/P; Pong, Hui Ling; Poon, Zi Ying; Marimuthu, Sahliny A/P; Gisca, Aulia Purdiana; Gupta, Manshi; Saxena, Mansi; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 6, No 3 (2023): September 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v6i3.2540

Abstract

AI-assisted food ordering and delivery management systems is a revolutionary technology which aims to improve the ordering and delivery process of food by incorporating artificial intelligence. Hence, most of the restaurant owners had implemented AI-assisted food ordering and delivery management systems for improving the business efficiency and customer satisfaction. The objective of this paper is to evaluate how the AI-assisted service can create efficient planning and better customer satisfaction, predict consumer behavior which can save time and wastage of products for the restaurants. There were 100 respondents who participated in the online survey. The study and findings indicate that perceived convenience, reliability, price, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for food delivery services. Subsequently, this research contributes to a deeper understanding of the AI-assisted food ordering and delivery management system for restaurants. Recommendations and consequences were presented.
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 Influence of Social Media Marketing on Brand Loyalty: Evidence from Malaysian Youth in the Ride-Hailing Sector Tan, Lay Hong; Liem, Gai Sin; Salehuddin, Siti Nurul Alia Binti; Amirrullah, Siti Nurul Izzati Binti; Sok, Kai Xuan; Yong, Stephanie Jing E; Jinghan, Su; Ali, Anees Jane; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 3 (2025): October 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i3.4217

Abstract

Grab, founded in 2012, is a leading multi-service platform in Southeast Asia that actively uses social media to build relationships and foster brand loyalty. This study investigates the influence of social media marketing on brand loyalty among Malaysian youth aged 15–40, emphasizing the mediating role of customer satisfaction. A quantitative approach was employed through an online survey of 119 respondents, and data were analyzed using regression analysis. Results show that brand trust (? = 0.376, p 0.001), perceived social media interaction quality (? = 0.192, p 0.05), and loyalty program engagement (? = 0.245, p 0.01) significantly influence customer satisfaction (R² = 0.608). Meanwhile, customer satisfaction (? = 0.717, p 0.001) and loyalty program engagement (? = 0.315, p 0.001) have significant positive effects on brand loyalty (R² = 0.635), whereas brand trust and social media interaction quality show no direct influence. These results confirm that customer satisfaction mediates the effects of trust, interaction quality, and loyalty program engagement on loyalty. The study concludes that loyalty programs and customer satisfaction are key drivers of sustained loyalty, highlighting the need for brands like Grab to strengthen personalized engagement and satisfaction-based strategies for young digital consumers.
Co-Authors Ainurridho, Dhani Ali, Anees Jane Ali, Anees Janee Amirrullah, Siti Nurul Izzati Binti Ang, Hui Hui Ang, Jia Wei Bahari, M. Hendis Mulya binti Abdul Hakim, Nur Muslihah Binti Abdull, Siti Nur Allisya Nurulzaman binti Ismail, Safina Binti Mohamed Ridzuan, Siti Nursyakiroh binti Mohd Indera JR, Siti Aina Antasya Bong, Allychia Ling Li Brayn, Nsobundu Ugochukwu Chauhan, Shalini Ching, Lim Lee Daifullah, Doly Difa Dewanti, Rosa Ayu Dharma, Ida Bagus Surya Edeh, Friday Ogbu Erika Erika Febrianto, Ivan Fitria, Yasmin Nur Gisca, Aulia Purdiana Goh, Thomas Sumarsan Gupta, Manshi Gupta, Shikhar Han, Liew Chu Hengky Hengky, Hengky Henry, Henry Ilyas, Sehrish Syed Jian, Oh Zi Jinghan, Su Kang, Lim Boon Kee, Daisy Mui Hung Koay, Loke Kean Lew, Tek Yew Marimuthu, Sahliny A/P Mohan, Nitin Nazira, Aina Ni, Lim Shi Oh, Zi Jian Pandey, Shivangi Pong, Hui Ling Poon, Zi Ying Rania, Hasna Salehuddin, Siti Nurul Alia Binti Sanderan, Padmavathy A/P Saxena, Mansi Sekhar, Tushanthan A/L Sheng, Toh Kok Sia, Su Wei Sim, Vivian Sim, Wei Siang Sing, Steven Sinha, Rupesh Kumar Sok, Kai Xuan Tan, Jo Ying Tan, Lay Hong Tan, Wei Qi Teoh, Kok Ban Thalib, Salsabilah Hani Ting, Hui Wen Toni, Nagian Tunde, Odebunmi Abayomi Xian, Tham Chui Xing, Liew Qiad Yee, Lim Zhi Yie, Liew Qian Ying, Teoh Zhi Yong, Stephanie Jing E Zhafira, Adzra Zhen, Lim Shu