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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
Anees Jane Ali
Universiti Sains Malaysia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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The Recipe for Delight: An Empirical Study of Customer Satisfaction in the Fast-Food Industry Odebunmi Abayomi Tunde; Zi Jian Oh; Tat Cong Yap; Wee Na Yap; Yashwini A/P Parthiben; Yasmin Husna Binti Amizi; Tian Ye; Anees Jane Ali; Daisy Mui Hung Kee
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
Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Budget Airlines Kok Ban Teoh; Yee Huei Lok; Lidwina Yi Ming Kee; Xuanting Li; Yinglan Li; Yuxin Li; Zhongkai Liao; Fahad Neyaz; Anees Jane Ali; Daisy Mui Hung Kee
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.
Co-Authors Ainul Mohsein Binti Abdul Mohsin Boon Keong Teow Chengcong Qian Co Ying Phan Daisy Mui Hung Kee Daisy Mui Hung Kee Daisy Mui Hung Kee Fahad Neyaz Gadi Dung Paul Gai Sin Liem Geegie Teh Gordon Ho Hala Najwan Sabeh Haslindar Binti Ibrahim Haslindar Ibrahim Hui Shan Mok Jian Hua Poh Kai Xuan Sok Kia Hui Gan Kok Ban Teoh Kok Ban Teoh Lay Hong Tan Liangyu Chen Lidwina Yi Ming Kee Md Zain, M. S Mohammad Farhan Basim Mohd Nasim Bin Naseer Ahmad Mohd Zulhairi Bin Saadin Muhammad Adam Danial Bin Yusrin Muhammad Fauzie, M. F. S. Muhammad Ilham Bin Mohamad Nizam Muhammad Muhaimin Afif bin Muhsin Muhammad Shamim Bin Azirul Rahman Muhammad Shamsul Hakimy Bin Mohd Saidin Naginesne A/P Ganesan Ng Wei Chien Nor Fazlina Binti Faisal Ansori Nor Qurratul Najwa Binti Zulkifli Norazirah Binti Johari Norfarizazetie Binti Zainal Norfatihah Binti Abdul Aziz Nurul Nazirah Syed Abu Bakar Nurul Sofia Maisara Nor Hazlan Nurul Syahira Shamsuddin Odebunmi Abayomi Tunde Olyviana Lu Hui Xin Ong Shun En Povinkumar A/L Thevarayan Quanxi Chen Rong Si Dan Rosmelisa Yusof Siti Nurul Alia Binti Salehuddin Siti Nurul Izzati Binti Amirrullah Song Rui Xuan Stephanie Jing E Yong Su Jinghan Tat Cong Yap Tek Yew Lew Tian Ye Wai Shen Poon Wan Ling Tan Wee Na Yap Wei Chi Tan Wei Chien Ng Wei Len Tan Wen Cong How Wen Jing Cheang Wen Yong Ho Xinkai Feng Xuanting Li Yashwini A/P Parthiben Yasmin Husna Binti Amizi Yee Huei Lok Yee Ling Tan Yee Ros Tan Yinglan Li Yiqing Huang Yuxin Li Zhao Sheng Nan Zhongkai Liao Zhuyi Chen Zi Jian Oh