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p-Index From 2021 - 2026
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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
Lew, Tek Yew
Unknown Affiliation
Humanities

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Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia Oh, Zi Jian; Lew, Tek Yew; Teik, Saw Wei; Elangoh, Sarveena A/P; Shen, Ze Bin; Shoo, Yee Wen; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2327

Abstract

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.
Improving Performance Services for Customer Satisfaction: A Case Study of Kentucky Fried Chicken Lew, Tek Yew; Paul, Gadi Dung; Azmi, Nurul Atikah Binti; Suimi, Nursyahidah Binti Ahmad; Azhar, Nurul Hanisah Binti; Rozaidi, Nurul Irdina Binti; Indrastata, Daiva Fifqi; Maulana, Erika
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2197

Abstract

From 2020 to 2021, many KFC outlets are going into liquidation, because the companyhas suffered losses to the point where they cannot pay their obligations. Apart from the impact of the pandemic, the increasing number of competitors in the fast-food sector is also the cause of the decline in KFC's business. To survive, KFC must have service performance that can increase customer satisfaction, so that customers continue to choose KFC as a place to fulfill their desires. KFC in Sungai Dua, Gelugor,  Penang is the subject of this investigation. In conclusion, this study aims to examine customer satisfaction, happiness towards ambiance of perceived price, food quality, service quality, and physical environment quality, also to examine related services designed to meet customer needs. The atmosphere of the facilities, quality of service, quality of food, are important efforts to meet all the needs and desires of consumers and meet consumer expectations so that their business can continue to run and survive among its competitors. For KFC companies, we can find out the problems they have by using a survey method through questionnaires distributed to KFC customers which contain their satisfaction with service performance at KFC and what are the shortcomings that need to be improved from the services provided.
A Study of Customers’ Satisfaction at Burger King in Asian Countries Teoh, Kok Ban; Lew, Tek Yew; Gupta, Shikhar; Ang, Jia Wei; Ang, Hui Hui; Bong, Allychia Ling Li; Nazira, Aina; Zhafira, Adzra; Chauhan, Shalini; Pandey, Shivangi; Liem, Gai Sin; Mohan, Nitin
Journal of The Community Development in Asia Vol 6, No 3 (2023): Journal of The Community Development in Asia (JCDA)
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.
Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia Oh, Zi Jian; Lew, Tek Yew; Teik, Saw Wei; Elangoh, Sarveena A/P; Shen, Ze Bin; Shoo, Yee Wen; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2327

Abstract

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.
Improving Performance Services for Customer Satisfaction: A Case Study of Kentucky Fried Chicken Lew, Tek Yew; Paul, Gadi Dung; Azmi, Nurul Atikah Binti; Suimi, Nursyahidah Binti Ahmad; Azhar, Nurul Hanisah Binti; Rozaidi, Nurul Irdina Binti; Indrastata, Daiva Fifqi; Maulana, Erika
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2197

Abstract

From 2020 to 2021, many KFC outlets are going into liquidation, because the companyhas suffered losses to the point where they cannot pay their obligations. Apart from the impact of the pandemic, the increasing number of competitors in the fast-food sector is also the cause of the decline in KFC's business. To survive, KFC must have service performance that can increase customer satisfaction, so that customers continue to choose KFC as a place to fulfill their desires. KFC in Sungai Dua, Gelugor,  Penang is the subject of this investigation. In conclusion, this study aims to examine customer satisfaction, happiness towards ambiance of perceived price, food quality, service quality, and physical environment quality, also to examine related services designed to meet customer needs. The atmosphere of the facilities, quality of service, quality of food, are important efforts to meet all the needs and desires of consumers and meet consumer expectations so that their business can continue to run and survive among its competitors. For KFC companies, we can find out the problems they have by using a survey method through questionnaires distributed to KFC customers which contain their satisfaction with service performance at KFC and what are the shortcomings that need to be improved from the services provided.
Co-Authors Ang, Hui Hui Ang, Jia Wei Azhar, Nurul Hanisah Binti Azmi, Nurul Atikah Binti Bong, Allychia Ling Li Chauhan, Shalini Elangoh, Sarveena A/P Gupta, Shikhar Indrastata, Daiva Fifqi Kee, Daisy Mui Hung Liem, Gai Sin Maulana, Erika Mohan, Nitin Nazira, Aina Oh, Zi Jian Pandey, Shivangi Paul, Gadi Dung Rozaidi, Nurul Irdina Binti Shen, Ze Bin Shoo, Yee Wen Suimi, Nursyahidah Binti Ahmad Teik, Saw Wei Teoh, Kok Ban Zhafira, Adzra