Article Per Year (5 Year)
p-Index From 2020 - 2025
0.408
P-Index
This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific
Cheng, Jie
Unknown Affiliation
Humanities

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia Pérez-Morón, James; Madan, Sahana; Cheu, Jin Yin; Kee, Daisy Mui Hung; Cheong, Li Chiy; Chin, Roger; Cheng, Jie; García, Angela Patricia Muñoz
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (259.072 KB) | DOI: 10.32535/ijthap.v5i1.1402

Abstract

In today's highly competitive business world, practically all organizations recognize that high service quality is a critical weapon for gaining a competitive advantage. A business with high service quality will guarantee a high level of customer satisfaction and build customer loyalty. In this paper, the researchers aim to investigate how service quality and customer satisfaction influenced customer loyalty of Starbucks in Malaysia. Furthermore, this research adopts a questionnaire-based survey. A total of 100 observations were obtained and the gathered data were analyzed using SPSS. Besides, this study has offered new insights and suggested practical actions which aim to improve service quality, increase customer satisfaction and retain and create customer loyalty in the fast-food industry.
Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia Pérez-Morón, James; Madan, Sahana; Cheu, Jin Yin; Kee, Daisy Mui Hung; Cheong, Li Chiy; Chin, Roger; Cheng, Jie; García, Angela Patricia Muñoz
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v5i1.1402

Abstract

In today's highly competitive business world, practically all organizations recognize that high service quality is a critical weapon for gaining a competitive advantage. A business with high service quality will guarantee a high level of customer satisfaction and build customer loyalty. In this paper, the researchers aim to investigate how service quality and customer satisfaction influenced customer loyalty of Starbucks in Malaysia. Furthermore, this research adopts a questionnaire-based survey. A total of 100 observations were obtained and the gathered data were analyzed using SPSS. Besides, this study has offered new insights and suggested practical actions which aim to improve service quality, increase customer satisfaction and retain and create customer loyalty in the fast-food industry.
Co-Authors Cheong, Li Chiy Cheu, Jin Yin Chin, Roger García, Angela Patricia Muñoz García, Angela Patricia Muñoz Kee, Daisy Mui Hung Madan, Sahana Pérez-Morón, James Pérez-Morón, James