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All Journal Amalee: Indonesian Journal of Community Research & Engagement 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 Indonesian Journal of Society Development (IJSD)
Ali, Anees Jane
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Journal : Journal of the Community Development in Asia

 1 
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.
From Order to Satisfaction: Examining Food, Service, and Value Drivers of Customer Satisfaction in the Fast-Food Industry Tan, Lay Hong; Lew, Tek Yew; Tan, Yee Ros; Tan, Wan Ling; Tan, Wei Chi; Tan, Wei Len; Tan, Yee Ling; 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.v8i3.4175

Abstract

Customer satisfaction is a critical determinant of competitiveness in the fast-food industry, even for global leaders like McDonald’s, which is widely recognized for efficiency, consistency, and strong branding. Despite its success, adapting to evolving customer expectations remains essential. This study aims to evaluate the factors influencing customer satisfaction at McDonald’s in Malaysia, focusing on food quality, service quality, pricing and value, product variety, and service method. A quantitative survey was conducted with 100 respondents using structured questionnaires. The findings indicate that customer satisfaction is most strongly influenced by service method (? = 0.449) and product variety (? = 0.279), while food quality, service quality, and pricing and value showed weaker effects and did not significantly predict satisfaction. The overall model explained 49% of the variance in customer satisfaction (R² = 0.492). These results highlight that customers place the greatest emphasis on convenience, efficiency, and diverse menu options. McDonald’s should therefore prioritize enhancing service delivery across dine-in, drive-thru, and self-service kiosks, while maintaining food quality and competitive pricing as baseline expectations. Overall, this study provides practical insights for improving customer satisfaction and offers strategic implications for fast-food chains in highly competitive markets
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 Abdul Aziz, Norfatihah Binti Abdul Mohsin, Ainul Mohsein Binti Abu Bakar, Nurul Nazirah Syed Ahmad Badawi, Ahmad Ali Hanafiah Amirrullah, Siti Nurul Izzati Binti Azizul Jasri, Akhtar Izzeti Binti Basim, Mohammad Farhan Bin Azirul Rahman, Muhammad Shamim Bin Mohamad Nizam, Muhammad Ilham Bin Mohd Saidin, Muhammad Shamsul Hakimy bin Muhsin, Muhammad Muhaimin Afif Binti Abdul Mohsin, Ainul Mohsein Binti Amizi, Yasmin Husna Binti Harudin, Fathimah Az-Zahra Binti Ibrahim, Haslindar Cheang, Wen Jing Chen, Liangyu Chen, Quanxi Chen, Zhuyi Chien Ng, Wei Chien, Ng Wei Faisal Ansori, Nor Fazlina Binti Feng, Xinkai Gan, Kia Hui Ganesan, Naginesne A/P Ho, Gordon Ho, Wen Yong How, Wen Cong Huang, Yiqing Hui Xin, Olyviana Lu Hung Kee, Daisy Mui Ibrahim, Haslindar Jia Yee, Foong Jinghan, Su Johari, Norazirah Binti Karyatun, Subur Kee, Daisy Mui Hung Kee, Lidwina Yi Ming Kuek, Thiam Yong Lee Fan, Gan Lew, Carol Lew, Tek Yew Lew, Yen Ru Li, Haoran Li, Jihan Li, Xuanting Li, Yinglan Li, Yuxin Liao, Zhongkai Liem, Gai Sin Lim, Xian Bei Lim, Yee Teng Lim, Zi Kian Lin, Yi Tong Ling, Hee Yang Lok, Yee Huei Lucky Nugroho M. F. S., Muhammad Fauzie, M. S, Md Zain, Mochamad Soelton Mohamad Zaki, Aiman Hakim Bin Mok, Hui Shan Mui Hung Kee, Daisy Naseer Ahmad, Mohd Nasim Bin Neyaz, Fahad Nor Hazlan, Nurul Sofia Maisara NURUL HIDAYAH Oh, Zi Jian Parthiben, Yashwini A/P Paul, Gadi Dung Peedikayil, Adeeb Valliyapurayil Phan, Co Ying Poh, Jian Hua Poon, Wai Shen Qian, Chengcong Rui Xuan, Song Saadin, Mohd Zulhairi Bin Sabeh, Hala Najwan Salehuddin, Siti Nurul Alia Binti Shamsuddin, Nurul Syahira Sheng Nan, Zhao Shihui, Lin Shun En, Ong Si Dan, Rong Sim, Choon Ling Sok, Kai Xuan Sumarto, Agus Herta Tan, Lay Hong Tan, Wan Ling Tan, Wei Chi Tan, Wei Len Tan, Yee Ling Tan, Yee Ros Teh, Geegie Teoh, Kok Ban Teow, Boon Keong Thevarayan, Povinkumar A/L Thoullon, Muhammad Shirhan Ti, A Yee A/P A Tnay, Alicia Ai Xian Tunde, Odebunmi Abayomi Wei, Fu Yap, Tat Cong Yap, Wee Na Ye, Tian Yong, Stephanie Jing E Yusof, Rosmelisa Yusrin, Muhammad Adam Danial Bin Zainal, Norfarizazetie Binti Zulkifli, Nor Qurratul Najwa Binti