Article Per Year (5 Year)
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This Author published in this journals
All Journal 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
Gan, Kia Hui
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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The Performance of Foodpanda: A Study of Customer's Perspective and Satisfaction in Malaysia and India Gan, Kia Hui; Kuek, Thiam Yong; Rout, Kabir; Sharihan, Nurul Nor; Qanietah, Nurul; Omar, Omar; Ong, Yun Ru
Journal of The Community Development in Asia Vol 5, No 2 (2022): May 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v5i2.1498

Abstract

ABSTRACT This research paper aims to examine the performance of Foodpanda. Foodpanda is an online grocery and food delivery platform based in Berlin, Germany. Currently, it is the largest food delivery and grocery delivery platform in Asia. The objective of this paper is to study the perception and satisfaction levels of customers using Foodpanda and the service quality provided by Foodpanda. The impact of Covid-19 has affected the entire world and the reliance on food delivery apps has been doubled. Thus, the perception and satisfaction levels of users of Foodpanda and its services need to be explored and evaluated. The researchers collected the data using a structured questionnaire and a sample of 104 Foodpanda customers from India and Malaysia. The data examine the claims of Foodpanda regarding customer satisfaction and their perception of the market. The research shows that most people who ordered are satisfied with Foodpanda, including the delivery speed, price, and promotion.Keywords: Foodpanda, performance, customer perception, customer satisfaction.
Determinants of Adoption and Continuance Intention of Food Delivery Applications in Malaysia Teow, Boon Keong; Gan, Kia Hui; Teh, Geegie; Ho, Gordon; Ho, Wen Yong; How, Wen Cong; Huang, Yiqing; 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.v8i3.4220

Abstract

In Malaysia’s competitive food delivery market, understanding factors that drive users’ continued platform use is essential. This study investigates the determinants influencing users’ continuance usage intention toward ShopeeFood in Malaysia by integrating perceived ease of use, perceived convenience, perceived usefulness, perceived value, and social influence into an extended technology acceptance model (TAM). A quantitative cross-sectional survey was conducted among 150 respondents, and data were analyzed using multiple regression via SPSS version 26. The results reveal that perceived value (? = 0.600, p 0.001) is the most influential predictor of social influence, followed by perceived usefulness (? = 0.277, p 0.01). In contrast, perceived ease of use (? = –0.245, p 0.01) shows a negative association with social influence, while perceived convenience has no significant effect. For continuance usage intention, both perceived value (? = 0.554, p 0.001) and social influence (? = 0.338, p 0.001) significantly predict ongoing usage, explaining 77% of the variance (R² = 0.770; F = 96.343, p 0.001). These findings extend the TAM by emphasizing the dominant roles of perceived value and social influence in sustaining behavioral intention, while ease of use and convenience emerge as baseline expectations in the post-adoption stage
Determinants of Brand Equity: The Roles of Brand Awareness, Association, Loyalty, and Image in the Airline Industry Teoh, Kok Ban; Gan, Kia Hui; Jia Yee, Foong; Lee Fan, Gan; Shihui, Lin; Binti Harudin, Fathimah Az-Zahra; Wei, Fu; Ali, Anees Jane; 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.v8i3.4222

Abstract

AirAsia, a Malaysian low-cost airline, has recently faced operational challenges such as customer complaints, IT disruptions, and flight delays that have weakened customer trust and loyalty, leading to a decline in its overall brand equity. This study aims to examine the key factors influencing AirAsia’s brand equity, focusing on four independent variables: brand awareness, brand association, brand loyalty, and brand image. A total of 151 respondents participated in an online survey distributed via Google Forms, and the collected data were analyzed using descriptive and regression analysis through SPSS. The findings reveal that brand awareness (? = 0.260, p 0.01) and brand image (? = 0.394, p 0.001) significantly and positively influence brand equity, while brand association (? = 0.146) and brand loyalty (? = 0.104) have positive but insignificant effects. The model explains 69.6% of the variance in brand equity (R² = 0.696). These results suggest that AirAsia should strengthen brand awareness through digital marketing and improve brand image by enhancing customer experience, reliability, and communication to foster stronger brand equity.
A Study on Customer Satisfaction of Telekom Malaysia Broadband Teoh, Kok Ban; Gan, Kia Hui; Rishimelan, Sangar; Kavithanjli, Munusamy; Yong, Hui Yee; Lee, Jie Min; Lim, Yen Ying
Asia Pacific Journal of Management and Education (APJME) Vol 5, No 1 (2022): March 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v5i1.1429

Abstract

 This research aims to investigate how price, service quality, and perceived value affect customer satisfaction among consumers of Telekom Malaysia broadband. This quantitative research distributed an online questionnaire to collect data from 271 current or former customers of Telekom Malaysia Broadband. The findings concluded that service quality and perceived value have significant positive relationships with customer satisfaction, whereas price possesses a significant negative relationship with customer satisfaction. The findings contribute to the continuous improvement on customer satisfaction among consumers of Telekom Malaysia broadband and other telecommunication providers by improving price, service quality, and perceived value.
Co-Authors Ali, A. J. Ali, A.J Ali, Anees Jane Almutairi, Nojoud Alothman, Salem Aronkar, Praveen Bajpayee, Vedika Binti Harudin, Fathimah Az-Zahra Binti Meor Hashim, Maisarah Binti Saadon, Mas Dalyna Cheah, Zong Bin Cheng, Zhichai Cheong, Choon Sing Cheong, Li Qing Chew, Hao Ran Chia, Ting Ting Chien, Yoke Choo Chong, Jes Yee Chong, Xin Yi Choo, Ke Shan Choong, Kai Wen Chow, Li Yan Chua, Hui Sin Chung, Wem Ney Dai, Zhengyang Darishini, Letchumunen Das, Abhijit Dewanti, Rosa Ayu Diong, Wei Ting En Chong, Jing Goh, Yi Lin Ho, Gordon Ho, Wen Yong How, Wen Cong Huang, Yiqing Hung Kee, Daisy Mui Jia Yee, Foong Jivega, Nadarajah Kanoujiya, Snehal Deepak Kavithanjli, Munusamy Kee, Daisy Mui Hung Kuek, Thiam Yong Lee Fan, Gan Lee, Jie Min Li, Zhengang Lim, Hui Ling Lim, Sheue Hui Lim, Wei Sheng Lim, Yen Ying Lin, Xinyuan Low, Yen Ling Lu, Shuang Ma, Yan Qi Mah, Ehy Tarh Neoh, Kah Yong Ng, Ningze Nur Akmalia, Desta Safa Omar, Omar Ong, Yun Ru Prerna, Kumari Puvaneswaran, Vivekka Qanietah, Nurul Rajandran, Parindran Rishimelan, Sangar Rout, Kabir Sharihan, Nurul Nor Shihui, Lin Syafiyyah Putri, Rr. Shafana Tan, Qing Yee Teh, Geegie Teh, Wan Xin Teoh, Kok Ban Teow, Boon Keong Umamageswari, Umamageswari Wei, Fu Yong, Hui Yee