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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
Daisy Mui Hung Kee
Universiti Sains Malaysia, Penang, Malaysia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Determinants of Digital Consumer Behavior in Online Food Delivery Applications in the Post-Pandemic Era Yee Huei Lok; Kok Ban Teoh; Wen Jing Cheang; Liangyu Chen; Quanxi Chen; Xinkai Feng; Zhuyi Chen; Anees Jane Ali; Daisy Mui Hung Kee
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.v8i3.4226

Abstract

The rapid advancement of digital technology and post-pandemic lifestyle changes have significantly transformed consumer purchasing behavior, accelerating the growth of online food delivery (OFD) platforms. This study aims to examine the factors influencing customer behavior toward FoodPanda, a leading OFD service in Malaysia, focusing on purchase decisions, usage frequency, and satisfaction. Guided by the technology acceptance model (TAM) and the theory of planned behavior (TPB), the study investigates the effects of perceived promotion, perceived convenience, perceived trust, and service quality on consumer behavior. Using a quantitative approach, data were collected from 200 respondents through an online questionnaire and analyzed using multiple regression analysis. The model explains 80.1% of the variance in customer behavior, with perceived convenience (? = 0.303) being the most influential factor, followed by perceived promotion (? = 0.276) and perceived trust (? = 0.248), while service quality (? = 0.126) is positive but weaker. The results underscore the importance of convenience, trust, and promotional strategies in enhancing customer engagement. This study provides insights into post-pandemic digital consumption patterns and offers practical implications for improving user experience and marketing effectiveness in the competitive OFD market.
The Factors Influencing the Degree of Digitalization: A Case Study of an International Accounting Firm in Malaysia Paul Dung Gadi; Ng Wei Chien; Yong Qian Hui; Yeap Zheng Hong; Yin Hang; Yong Hui Jia; Zhang Bai Hao; A. J. Ali; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 1 (2025): February 2025
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Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i1.3837

Abstract

In this Industry 4.0 era, digitalization has become more common since it penetrates every industry and consequently brings drastic changes to firms, and there is no exception in the finance and accounting industry for implementing digitalization. Therefore, this study aims to explore the factors that impact the degree of digitalization in KPMG Malaysia. The survey was carried out by questionnaire distribution, which involved 408 respondents in order to collect the data. The SPSS software was used for data analysis. The regression analysis reveals that strategic corporate management, personal involvement, and employee circumstances significantly positively influence KPMG Malaysia's degree of digitalization, with personal involvement having the strongest impact. Technology and regulation, however, do not significantly affect digitalization. While this factor poses challenges, it does not substantially hinder digitalization. The model explains 47.5% of the variance in digitalization, highlighting the importance of leadership commitment, employee engagement, and personal involvement in driving digital transformation. These findings suggest that KPMG Malaysia should prioritize fostering personal involvement and strategic management while addressing employee needs to enhance digitalization efforts, even as regulatory and technological challenges remain manageable.
Intention to Repurchase Taxi-Hailing Apps and Factors Affecting Customer Satisfaction: A Case Study of a Digital Mobility Platform Wei Chien Ng; Haslindar Binti Ibrahim; Wai Shen Poon; Jian Hua Poh; Co Ying Phan; Povinkumar A/L Thevarayan; Chengcong Qian; Anees Jane Ali; Daisy Mui Hung Kee
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.v8i2.4019

Abstract

The rise of internet technology and smartphone adoption has significantly transformed the transportation landscape, with e-hailing services like AirAsia Move gaining popularity in Malaysia. This study aims to examine the key factors influencing customer satisfaction and how these factors affect users’ intention to repurchase AirAsia Move services. A quantitative approach was employed, using an online survey distributed via Google Forms to 125 active users of the app. Regression analysis revealed that perceived usefulness (? = 0.328), compatibility (? = 0.359), and customer satisfaction (? = 0.359) have a significant positive impact on repurchase intention, supporting hypotheses H1, H3, and H5. The model explained 77.1% of the variance in repurchase intention (R² = 0.771). Moreover, customer satisfaction mediates the relationship between perceived usefulness and compatibility on repurchase intention, while price and safety were found to be statistically insignificant. The findings emphasize the importance of designing functionally useful and compatible e-hailing services to improve customer satisfaction and encourage repeat usage. Practical implications include prioritizing app usability and integration into users’ routines to enhance customer loyalty and competitiveness in the digital mobility market.
The Impact of Job Satisfaction and Performance on User Satisfaction with Banking Services Jocelyne Jia Lin Lee; Lyn Liq Ooi; Xiang Yang Wun; Pei Wen Wong; Jia Yue Yin; Hai Hong Yang; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 7, No 3 (2024): October 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v7i3.3608

Abstract

 This study examines the relationships between customer service quality, employee job satisfaction, job performance, and user satisfaction in the banking industry, with a focus on Maybank. The objective is to determine how employee satisfaction and performance impact user satisfaction and customer service experience. A survey was conducted among 200 Malaysian banking customers, and responses were analyzed using regression analysis to test six hypotheses. The results confirm that customer service experience, employee job satisfaction, and job performance all significantly influence user satisfaction. Specifically, customer service experience (? = 0.291, p 0.01) and employee job satisfaction (? = 0.322, p 0.001) show strong positive effects on user satisfaction, while employee job performance (? = 0.200, p 0.05) also contributes positively. Additionally, employee job satisfaction significantly enhances both job performance (? = 0.732, p 0.01) and customer service experience (? = 0.340, p 0.01). Employee performance is a key factor in delivering superior customer experiences (? = 0.534, p 0.001). The study concludes that improving employee satisfaction is crucial for boosting job performance and customer service, which in turn elevates user satisfaction.
The Factors That Influence Customer Satisfaction to Use Malaysia Airlines in Malaysia Liem Gai Sin; Lok Yee Huei; Livia Loh Xin Yuu; Looi Kai Yi; Liu Qifeng; Liu Fanxi; Liu Xinyu; Manogna C V L; A. J. Ali; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 8, No 1 (2025): January 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i1.3751

Abstract

Improving customer satisfaction is key to being competitive in the Airline industry. This research aimed to study the factors that influence customer satisfaction to use Malaysia Airlines in Malaysia. Malaysia Airways Limited began its first commercial flight in year 1947 and was renamed become Malaysian Airline System in year 1972. Malaysia Airlines operates scheduled domestic and international flights to more than 1000 destinations across 150 plus countries. A quantitative approach with a survey questionnaire was used for data collection. A total of 100 Malaysia Airlines customers participated in this survey. In this survey, five influencing factors are assessed which is airline tangibles, personnel quality, empathy, and airline image. Through a comprehensive analysis of customer feedback, personnel quality, and empathy are the most important factors in improving customer satisfaction to use Malaysia Airlines in Malaysia. This survey provides Malaysia Airlines with useful insights into customer perception and guides Malaysia Airlines in improving customer satisfaction
The Impact of Workplace Stress on Employee Productivity: A Study at FamilyMart Malaysia Oh Zi Jian; Nur Alia Natasya Binti Zulkifli; Nur Alia Syafiqah Binti Salim; Nur Aliah Safia Binti Zakie; Nur Alya Amani Binti Mohamad Zawawi; Harshita Gupta; Priyanshi Ramani; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 9, No 2 (2026): May 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i2.4643

Abstract

This study examines the impact of workplace stress on employee productivity among frontline employees at FamilyMart Malaysia, a rapidly expanding convenience-store chain operating in a high-demand retail environment. Despite extensive research on workplace stress, empirical evidence within Malaysia’s convenience-store sector remains limited. Using a quantitative cross-sectional design, data were collected from 57 current and former FamilyMart employees through an online survey. The findings reveal that workplace stress, particularly workload pressure and customer-related demands, significantly reduces employee productivity by impairing concentration, motivation, and task accuracy. Regression analysis confirms that workplace stress is a significant predictor of reduced productivity, while emotional exhaustion plays a mediating role in this relationship. The study highlights workload pressure as the most dominant stressor affecting performance. These findings underscore the importance of implementing effective staffing strategies, supportive work practices, and employee well-being initiatives to enhance productivity and sustain service quality in fast-paced retail operations.
Beyond Fast Food: The Social Appeal of McDonald’s Among Malaysian Youth Daisy Mui Hung Kee; Dee Ning Tan; Boon Kiat Tan; Hui Qi Tan; Jia Xuan Tan
Journal of The Community Development in Asia Vol 9, No 2 (2026): May 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i2.4648

Abstract

This study investigates the social appeal of McDonald’s among young people by examining how social interactions, brand image, ambience, perceived enjoyment, and peer influence shape spending behavior and customer satisfaction. Based on survey data from 200 customers, our findings reveal that social interactions, perceived enjoyment, and peer influence significantly enhance spending behavior, whereas ambience and brand image show no meaningful effect. In predicting customer satisfaction, social interactions, perceived enjoyment, and spending behavior emerge as significant contributors, while ambience, brand image, and peer influence do not. Our findings demonstrate that McDonald’s functions as more than just a fast-food outlet. It serves as a social space where interpersonal connections and enjoyable experiences drive both spending and satisfaction. Our study offers practical implications for marketers and managers seeking to improve youth engagement by strengthening social experiences and enhancing enjoyment within fast-food environments
Post-COVID Consumer Behavior Shifts in the Online Food Delivery Service Sector in Malaysia Teow Boon Keong; Yee Jing Foo; Meenu Baliyan; Yip Chi Fong; Yeap Yong Ying; Yap Si Ning; Vaishnavi V; Ye Zuo Tai; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 9, No 1 (2026): January 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i1.4344

Abstract

The COVID-19 pandemic has accelerated the adoption of digital services, particularly online food delivery platforms, leading to notable changes in consumer behavior. This study aims to examine post-COVID shifts in consumer behavior in the food delivery sector by focusing on GrabFood users in Malaysia and to identify the key factors driving these changes. A quantitative approach was used, collecting survey data from 150 users and applying multiple regression analysis to examine the effects of health and safety concerns, convenience, price sensitivity and promotion, ease of use, and service quality on post-pandemic consumer behavior. The results indicate a significant increase in both usage frequency and spending on GrabFood after the pandemic. Price sensitivity and promotion exert the strongest influence on consumer behavior (? = 0.424, p 0.001), followed by health and safety concerns (? = 0.418, p 0.001) and perceived convenience (? = 0.217, p 0.01). In contrast, perceived ease of use and enhanced service quality show weaker yet significant effects. The findings suggest that consumer behavior changes initiated during the pandemic have become enduring patterns. Practically, the study provides insights for platform operators to prioritize competitive pricing, promotional strategies, and safety assurance to sustain user engagement and loyalty.
The Double-Edged Sword of Influencer Marketing: Insights from Skincare and Makeup Brands Oh Zi Jian; Nur Batrisyia Mohd Yussri; Nur Dhia Batrisyia Rohisam; Nur Awatif Yusra; Nur Ariana Shaffrina Mohd Shahrir; Yashika Bhardwaj; Muhammad Hussain Siraj Ud Din; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 9, No 2 (2026): May 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i2.4644

Abstract

Influencer marketing has become a dominant promotional strategy in the skincare and makeup industry. Study shown that influencer marketing relies on the psychological effect of social proof, whereby individuals tend to imitate some behavior or preference in individuals with whom they can identify (Revinzky et al., 2025). c However, questions remain, does the investment truly pay off? While a viral post can boost brand visibility, attract new customers, and increase profits, influencer campaigns also carry risks, including controversies, financial losses, and potential damage to brand reputation. This study examines the effects of influencer marketing by analyzing how influencer credibility, perceived authenticity, customer trust, perceived negative and brand image. This findings highlight the double-edged nature of influencer marketing where convenience-driven engagement must be balanced with authenticity to maintain customer trust. Data were obtained from 160 respondents and examined to evaluate the proposed hypothesis
Hooked Online: Unmasking the Risks of Internet Addiction Among Gen Z Youths Tek Yew Lew; Azura Abdullah Effendi; Garima Mathur; Sashmitha Nair Suthesh; Selva Ganesh A/L Muthupalaniappan; Shahira Binti Akhter Ali; Xue Wen Shao; Daisy Mui Hung Kee
Journal of The Community Development in Asia Vol 9, No 1 (2026): January 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i1.4334

Abstract

With the widespread availability of digital devices and internet access, Gen Z youths are increasingly susceptible to internet addiction. This study investigates the complex and interconnected risks associated with excessive internet use, including mental health challenges, pornography addiction, cyberbullying, and other emerging concerns. Using a quantitative approach through a survey of 150 Gen Z, this paper uncovers significant links between internet addiction and negative outcomes in youth development and daily functioning. The results highlight the pressing need for interventions, policy responses, and awareness initiatives to mitigate the impact of internet addiction and safeguard youth well-being
Co-Authors A. J. Ali A.J. Ali Aarti Chaudhary Abayomi Tunde Odebunmi Abhijeet Krishnat Shinge Abishek Singh Aditi Dixit Aditya Aditya Aditya Kumar Sahu Aellysya Qistina Rizal Djunaidy Ai Hua Lew Aisha Bader Alotaibi Alvin Tieu Kiu Fu Alyssa Ling Ling Ong Amedee A/P Suthib Amirul Aniq Ilham bin Rosmira Amrithaa Poovendren Amsyar Nurhakim Bin Abdul Rashid Ana Solehah Binti Mohd Yusof Anees Jane Ali Anees Janee Ali Ang Jun Zhe Anshika Agarwal Arissa Sorfena Binti Allias Arun Singh Tomar Azura Abdullah Effendi Azura Abdullah Effendi Azura Abdullah Effendi Baiduri Binti Khalid Bhardhwaj Chanchal Bhavnidhi Kansal Boon Keong Teow Boon Kiat Tan Bradley Batok Jim Brahmmanand Sharma Changxiang Zou Che Ying Lee Chea Zen Tang Chengcong Qian Chia Xin Yi Chia Yi Chan Chiam Qian Hei Chin Kah Hui Chin Qian Hui Chin Shao Xuan Choon Yan Lim Ch’ng Kelvin Co Ying Phan Daman Singh Muckar Danish Muqri bin Risby Dee Ning Tan Deepika V Dehao Shu Dwi Nita Aryani En Chong Farah Afiqah Binti Rozman Farah Aqilah Ibrahim Farrah Najuwa Binti Sazali Fatin Alya Syuhadah Binti Fazli Fikri Amir bin Mohd Razman Gadi Dung Paul Gai Sin Liem Garima Mathur Garima Mathur Geegie Teh Gong Chongya Gordon Ho Gungun Chauhan Guo Hao Eu Hai Hong Yang Hamaad Nisar Rathi Han Wen Leong Hani Sara Hanouf Ali Almutairi Hao Du Haokai Zou Haoran Cao Hariharan Balakrishnan Harshita Gupta Haslindar Binti Ibrahim Haslindar Ibrahim Huey Min Beh Huey Shan Lee Hui Qi Tan Hui Shan Mok Jamin Kun Peng Xia Jeremy Jin Wei Wong Ji Yan Wong Jia Hee Lee Jia Xian Kong Jia Xin Leng Jia Xin Liu Jia Xuan Tan Jia Yue Yin Jiahui Li Jian Hua Poh Jin Cong Yap Jing Foo Yee Jocelyne Jia Lin Lee Joel Chen Tai Soon Jun Liang Liu Kah Kei Loke Kai Xuan Sok Kai Yee Chin Kar Xi Loh Keerthi A/P Kumaraguru Kia Hui Gan Kim Kim Hak Kirrthana A/P Ramachandran Kishan Singh Rathore Koh Jhee Qing Kok Ban Teoh Kong Miu Ling Kimberley Kun Peng Xia Lakshmi L Lay Hong Tan Lay Hong Tan Li Qingyu Li Xin Zhang Lian Xiang Wong Liangyu Chen Liem Gai Sin Liem Gai Sin Liu Fanxi Liu Qifeng Liu Xinyu Livia Loh Xin Yuu Lok Yee Huei Looi Kai Yi Louis Yong Yu Lee Lyn Liq Ooi Lyn Liq Ooi Majdi Anwar Quttainah Majdi Anwar Quttainah Majdi Anwar Quttainah Man Hong Tan Manogna C V L Md Zain, M. S Meenu Baliyan Mei Shan Poh Mei Yee Kong MengTing Hong Minakshi Tripathi Mitali Khandelwal Mohammad Farhan Basim Mohd Nasim Bin Naseer Ahmad Mohd Zulhairi Bin Saadin Muhammad Adam Danial Bin Yusrin Muhammad Akram Bin Abdul Rahman Muhammad Arif Bin Azahari Muhammad Azib Zamri Muhammad Danial Haikal Mohd Yunus Muhammad Danish Asmawi Sabri Muhammad Faiz Ameen Bin Bhurhanuddeen Muhammad Farhan Mohd Nazarudin Muhammad Fauzie, M. F. S. Muhammad Hasif Bin Azizan Muhammad Hussain Siraj Ud Din Ng Wei Chien Ngee Cheng Lee Nur Aishah Amaludin Nur Aisyah Binti Manan Nur Aleeya Binti Mohd Azhar Nur Alia Asrina Binti Mohd Jefri Nur Alia Natasya Binti Zulkifli Nur Alia Syafiqah Binti Salim Nur Aliah Safia Binti Zakie Nur Alya Amani Binti Mohamad Zawawi Nur Alya Maisarah Mazzuan Nur Amalina Hadirah Yusra Nur Aqilah Abdul Halim Nur Ardina Amir Hamzah Nur Ariana Shaffrina Mohd Shahrir Nur Awatif Yusra Nur Batrisyia Mohd Yussri Nur Dhia Batrisyia Rohisam Obaja Elka Kurniawan Odebunmi Abayomi Tunde Odebunmi Abayomi Tunde Oh Zi Jian Oh Zi Jian Oh Zi Jian Oh Zi Jian Padmalini Singh Padmalini Singh Paul Dung Gadi Paul Dung Gadi Pawni Sharma Pei Fang Wong Pei Hung Aw Yeong Pei Wen Wong Povinkumar A/L Thevarayan Priya Raj Priyanshi Ramani Puteri Balqis Binti Hamizan Qiong Wu Quan Cheng Yao Quanxi Chen Ranjith P V Ranjith PV Reet Saxena Rong Si Dan Rosmelisa Yusof Rudresh Pandey Rudresh Pandey Rudresh Pandey Sahel Fawwaz Muhammad Syareef Sania Tomar Sanjeev Singh A/L Avtar Singh Sanjeta A/P Jeeva Sarah Balqis Binti Sabarudin Sashmitha Nair Suthesh Saurya Pratap Singh Sengar See Thor Hong Xuan Selva Ganesh A/L Muthupalaniappan Seng Xu Jong Seow Hui Yi Shahira Binti Akhter Ali Shahredzuan Bin Itnes Shakty Sanjeetha Varma A/p Saseetharan Sheue Hui Lim Shi Ying Lee Shin Heng Shiyu Cao Shravan Kumar Shuang Er Wong Shweta Saxena Si rou Tan Si Xian Tan Siti Nur Allisya Nurulzaman Binti Abdull Siti Nur Dini Mohamad Shahrim Siti Nur Inasya Muhe Siti Nur ’Aqilah Nazari Siti Nurhidayah Rosle Siti Nursriaini binti Abdullah Siti Nursyakiroh Binti Mohamed Ridzuan Siti Nurul Alia Binti Salehuddin Siti Nurul Izzati Binti Amirrullah Siti Wardah binti Noor Azman Siti Zakiyah binti Rofie Soak Suan P’ng Song Rui Xuan Srivastava Shivi Stephani Stephani Stephanie Jing E Yong Steven Sing Su Hua Khor Su Jinghan Subashini A/P Lourdusamy Sue Ting Khor Suraj Shukla Swati Kulkarni Tan Doann Tanishq Tanishq Tanya Rai Tat Cong Yap Tek Yew Lew Tek Yew Lew Teow Boon Keong Tian Ye Tiantian Cai Tianyu Wen Tong Zhang Tzyy Xian Lok Vaishnavi V Varun Kumaran B Vivian Sim Wai Ee Leong Wai Shen Poon Wan Ling Tan Wee Na Yap Wei Chen Li Wei Chi Tan Wei Chien Ng Wei Len Tan Wei Min Thoe Wei Ning Ooi Wei Siang Sim Wei Xin Lee Lee Wei Yin Lee Wen Cong How Wen Jing Cheang Wen Yong Ho Wibowo Arif Wong See Khee Xiang Yang Wun Xiao Toing Hoo Xin Rou Chia Xin Ting Lee Xin Tong Li Xin Yuan Xiong Xing Er Cham Xinkai Feng Xixian Li Xuan Wei Hoo Xuan Yee Lee Xue Wen Shao Yan Lin Lee Yangpeng Cai Yap Si Ning Yashika Bhardwaj Yashwini A/P Parthiben Yasmin Husna Binti Amizi Ye Zuo Tai Yeap Yong Ying Yeap Zheng Hong Yee Huei Lok Yee Jing Foo Yee Ling Tan Yee Ros Tan Yee Wen Liew Yi Lim Chan Yi Ling Kum Yin Hang Yin Ting Lim Yip Chi Fong Yiqing Huang Yong Hui Jia Yong Qian Hui Yong Xiang Loh Yong Yu Lee Yu Jing Toh Yu Xin Lim Yu Xuan Jia Yu Xuan Toh Yuchun Wu Yucong Xi Yue Fei Sun Yun Ern Teoh Yun Qi Lee Yurou Li YuTong Ding Zhang Bai Hao Zhao Sheng Nan Zhi Wei Lee Zhou Tao Zhuyi Chen Zi Jian Oh Zi Jun Lim Zi Yang Xie ZiChen Liu