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This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific
Liem Gai Sin
Universitas Machung
Humanities

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Factors Affecting Customer Satisfaction at J&T Express in Malaysia Liem Gai Sin; Joon Weng Leong; Shu Jie Lee; Wei Keat Lee; Zhi Qing Lee
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 3 (2022): October 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v5i3.1878

Abstract

This JT Express is a courier company in Southeast Asia that emphasizes customer-oriented service and efficiency. Many shopping platforms such as Lazada, Shopee, Tiktok, and others have chosen JT Express as one of their logistic partners. This research provides consumers' evaluation of every detail of JT Express' operations and how the company improves and maintains those evaluations. The research examines how customer satisfaction is influenced by price, convenience, service quality, and safety. We applied SPSS to test hypotheses with a sample size of 150 customers. The online survey was carried out through Google Forms. The findings revealed that customer satisfaction was strongly influenced by service quality, safety, and price when using JT Express. Keywords: Convenience, Customer Satisfaction, JT Express, Price, Safety, Service Quality.
Will You Continue to Use Food Delivery Services During the Transition to the Endemic Phase of the Covid-19 Pandemic? Liem Gai Sin; Wei Zheng Goh; Chin Chuan Goh; Haarshenni A/P Kumaresan; Pei Kai Goh
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 3 (2022): October 2022
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v5i3.1877

Abstract

Malaysia entered the transition to endemic phase of the Covid-19 pandemic on April 1, 2022. After two years of fighting the pandemic, the transition to the endemic phase is an exit strategy that enables Malaysians to return to a nearly normal life. This paper examines whether customers will continue to use food delivery services now that most individuals are permitted to return to work physically. This study will also examine if perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude impact customer behavioral intention toward food delivery services and whether attitude mediates the aforementioned relationship. 200 Malaysians participated in the survey. The findings indicate that perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for meal delivery services. The link between perceived usefulness, ease of use, enjoyment, trust, social influence, and behavioral intention is mediated by attitude. Recommendations and consequences were presented. Keywords: Perceived usefulness, Ease of use, Enjoyment, Trust, Social influence, Attitude, Behavioral Intention, Malaysia.
Co-Authors Chin Chuan Goh Haarshenni A/P Kumaresan Joon Weng Leong Pei Kai Goh Shu Jie Lee Wei Keat Lee Wei Zheng Goh Zhi Qing Lee