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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
Lew, Tek Yew
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : Journal of the Community Development in Asia

 1 
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.
The Impact of COVID-19 Pandemic on Customer Satisfaction and Business Performance Lew, Tek Yew; Ling, Lim Hui; Mohd Fuad, Ahmad Azeedi Reza Bin; Akbal Khan, Afra Binti; Ismail, Aimi Aleeya Binti; Mohammad Hazaini, Ainun Adibah Binti; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 7, No 3 (2024): September 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v7i3.3502

Abstract

The COVID-19 pandemic, caused by the SARS-CoV-2 virus, triggered significant global disruptions, leading to widespread restrictions aimed at controlling the virus's spread. These restrictions prompted businesses to rapidly adapt, with a strong focus on digitalization, to meet evolving consumer demands. This study examined the impact of the COVID-19 pandemic on customer satisfaction and business performance in Malaysia. Data were collected from 150 customers and business owners through surveys and observational methods. The findings revealed that perceived usefulness and business reaction were highly significant factors influencing customer satisfaction and business performance. Additionally, perceived overall performance played a crucial role in how businesses navigated the pandemic. However, perceived satisfaction was not a significant predictor, suggesting that while businesses successfully adapted, these changes did not necessarily lead to higher customer satisfaction. The study underscores the importance of agile and customer-centric strategies, emphasizing that businesses must continue to evolve their operational approaches to survive and thrive in an increasingly uncertain environment.
From Order to Satisfaction: Examining Food, Service, and Value Drivers of Customer Satisfaction in the Fast-Food Industry Tan, Lay Hong; Lew, Tek Yew; Tan, Yee Ros; Tan, Wan Ling; Tan, Wei Chi; Tan, Wei Len; Tan, Yee Ling; Ali, Anees Jane; Kee, Daisy Mui Hung
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.v8i3.4175

Abstract

Customer satisfaction is a critical determinant of competitiveness in the fast-food industry, even for global leaders like McDonald’s, which is widely recognized for efficiency, consistency, and strong branding. Despite its success, adapting to evolving customer expectations remains essential. This study aims to evaluate the factors influencing customer satisfaction at McDonald’s in Malaysia, focusing on food quality, service quality, pricing and value, product variety, and service method. A quantitative survey was conducted with 100 respondents using structured questionnaires. The findings indicate that customer satisfaction is most strongly influenced by service method (? = 0.449) and product variety (? = 0.279), while food quality, service quality, and pricing and value showed weaker effects and did not significantly predict satisfaction. The overall model explained 49% of the variance in customer satisfaction (R² = 0.492). These results highlight that customers place the greatest emphasis on convenience, efficiency, and diverse menu options. McDonald’s should therefore prioritize enhancing service delivery across dine-in, drive-thru, and self-service kiosks, while maintaining food quality and competitive pricing as baseline expectations. Overall, this study provides practical insights for improving customer satisfaction and offers strategic implications for fast-food chains in highly competitive markets
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): 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.
Hooked Online: Unmasking the Risks of Internet Addiction Among Gen Z Youths Lew, Tek Yew; Effendi, Azura Abdullah; Mathur, Garima; Suthesh, Sashmitha Nair; Muthupalaniappan, Selva Ganesh A/L; Ali, Shahira Binti Akhter; Shao, Xue Wen; Kee, Daisy Mui Hung
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 Akbal Khan, Afra Binti Ali, Anees Jane Ali, Shahira Binti Akhter Ang, Hui Hui Ang, Jia Wei Azhar, Nurul Hanisah Binti Azmi, Nurul Atikah Binti Bong, Allychia Ling Li Chauhan, Shalini Dat Leow, Leon Rong Effendi, Azura Abdullah Elangoh, Sarveena A/P Gupta, Shikhar Indrastata, Daiva Fifqi Ismail, Aimi Aleeya Binti Kee, Daisy Mui Hung Lee, Zi Ying Li, Jiayi Liem, Gai Sin Lim, Hui Ling Ling, Lim Hui Mathur, Garima Maulana, Erika Mohammad Hazaini, Ainun Adibah Binti Mohan, Nitin Mohd Fuad, Ahmad Azeedi Reza Bin Muthupalaniappan, Selva Ganesh A/L Nazira, Aina Oh, Zi Jian Pandey, Shivangi Paul, Gadi Dung Rozaidi, Nurul Irdina Binti Shao, Xue Wen Sharma, Gaurav Shen, Ze Bin Shoo, Yee Wen Suimi, Nursyahidah Binti Ahmad Suthesh, Sashmitha Nair Tan, Lay Hong Tan, Wan Ling Tan, Wei Chi Tan, Wei Len Tan, Yee Ling Tan, Yee Ros Teik, Saw Wei Teoh, Kok Ban Yuan Li Zhafira, Adzra