Article Per Year (5 Year)
p-Index From 2021 - 2026
1.325
P-Index
This Author published in this journals
All 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
Gai Sin Liem
Ma Chung University
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

Published : 6 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 6 Documents
Search

 1 
Factors of the Development and Decline in New Industrial Era: A Case Study of 7-Eleven Zi Jian Oh; Gai Sin Liem; Safina binti Ismail; Siti Aina Antasya binti Mohd Indera JR; Nur Muslihah binti Abdul Hakim; Ivan Febrianto; Su Wei Sia; Jo Ying Tan; Wei Qi Tan; Hui Wen Ting; Daisy Mui Hung Kee
Journal of the Community Development in Asia (JCDA) Vol 4, No 1 (2021): Journal of The Community Development in Asia (JCDA)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (299.339 KB) | 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 Lay Hong Tan; Gai Sin Liem; Siti Nurul Alia Binti Salehuddin; Siti Nurul Izzati Binti Amirrullah; Kai Xuan Sok; Stephanie Jing E Yong; Su Jinghan; Anees Jane Ali; Daisy Mui Hung Kee
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.
The Effect of Influencer Marketing on Gen Z Purchasing Intentions in Emerging Economies Ida Bagus Surya Dharma; Hengky Hengky; Lim Lee Ching; Lim Shi Ni; Lim Shu Zhen; Lim Zhi Yee; Nsobundu Ugochukwu Brayn; Sehrish Syed Ilyas; Kok Ban Teoh; Odebunmi Abayomi Tunde; Gai Sin Liem; Friday Ogbu Edeh; Rupesh Kumar Sinha
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 Lay Hong Tan; Gai Sin Liem; Steven Sing; Vivian Sim; Wei Siang Sim; Siti Nur Allisya Nurulzaman Binti Abdull; Siti Nursyakiroh Binti Mohamed Ridzuan; Anees Janee 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.v8i2.4010

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.
Factors of the Development and Decline in New Industrial Era: A Case Study of 7-Eleven Zi Jian Oh; Gai Sin Liem; Safina binti Ismail; Siti Aina Antasya binti Mohd Indera JR; Nur Muslihah binti Abdul Hakim; Ivan Febrianto; Su Wei Sia; Jo Ying Tan; Wei Qi Tan; Hui Wen Ting; Daisy Mui Hung Kee
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.
A Study of Customers’ Satisfaction at Burger King in Asian Countries Kok Ban Teoh; Tek Yew Lew; Shikhar Gupta; Jia Wei Ang; Hui Hui Ang; Allychia Ling Li Bong; Aina Nazira; Adzra Zhafira; Shalini Chauhan; Shivangi Pandey; Gai Sin Liem; Nitin Mohan
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.v6i3.2545

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.
Co-Authors Adzra Zhafira Aina Nazira Allychia Ling Li Bong Anees Jane Ali Anees Janee Ali Daisy Mui Hung Kee Daisy Mui Hung Kee Friday Ogbu Edeh Hengky Hengky Hui Hui Ang Hui Wen Ting Ida Bagus Surya Dharma Ivan Febrianto Jia Wei Ang Jo Ying Tan Kai Xuan Sok Kok Ban Teoh Kok Ban Teoh Lay Hong Tan Lay Hong Tan Lim Lee Ching Lim Shi Ni Lim Shu Zhen Lim Zhi Yee Nitin Mohan Nsobundu Ugochukwu Brayn Nur Muslihah binti Abdul Hakim Odebunmi Abayomi Tunde Rupesh Kumar Sinha Safina binti Ismail Sehrish Syed Ilyas Shalini Chauhan Shikhar Gupta Shivangi Pandey Siti Aina Antasya binti Mohd Indera JR Siti Nur Allisya Nurulzaman Binti Abdull Siti Nursyakiroh Binti Mohamed Ridzuan Siti Nurul Alia Binti Salehuddin Siti Nurul Izzati Binti Amirrullah Stephanie Jing E Yong Steven Sing Su Jinghan Su Wei Sia Tek Yew Lew Vivian Sim Wei Qi Tan Wei Siang Sim Zi Jian Oh