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1.235
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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
Paul, Gadi Dung
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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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.
The Impact of AirAsia's Professional Training and Education and Other Factors on Customer Loyalty Song, Ng Hee; Paul, Gadi Dung; Yisi, Lu; Jiarui, Ma; Zunqi, Ma; Sihao, Liu; Chauhan, Himanshi; 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.v7i3.3507

Abstract

AirAsia began operations in late 1996 and has emerged as Asia's foremost low-cost airline over the past two decades. Considering that airplanes are now the primary mode of travel, customer satisfaction with the airline's service is paramount. In this context, professional training and education is crucial. The main objective of this paper is to examine the relationships between professional training, education and talent customer satisfaction among AirAsia customers. Data will be collected and analyzed from 100 students and 100 community members to explore the impact of professional training and education on customer satisfaction, and to deepen the understanding of their relationship. This study highlights the significant role that professional education and training play in enhancing customer satisfaction which will eventually lead to customer experiences and loyalty
Analyzing the Impact of Coffee Company’s Marketing Campaigns and Brand Awareness on Consumer Purchase Intention Paul, Gadi Dung; A/P Perak Kerof, Chaleeda; Hui Xin, Ang; Binti Andek Mohd Yasin, Andek Farzana; Jingrui, Chen; Chauhan, Akanksha; Hee Song, Ng
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.v7i3.3491

Abstract

Starbucks, the largest coffeehouse chain, operates in 14 distinct markets across the Asia Pacific region, renowned for its diverse coffee and tea consumption cultures. Starbucks, an established company in the worldwide coffee sector, makes huge investments in creative marketing techniques to attract and keep consumers. Starbucks faces competition as consumers increasingly prefer locally sourced products and flavors. Our study investigates the primary impacts of Starbucks' marketing campaigns on consumer purchase intention in Malaysia and India. We are using quantitative surveys as part of our technique approach to collect detailed information on the perspectives and behaviors of consumers. Data were collected from 150 Starbucks customers through surveys. Our results indicate that Starbucks' marketing campaigns significantly influence consumer intention in these regions. Our findings highlight the importance of brand awareness and marketing campaigns in shaping consumer purchase intentions. Our study offers valuable insights for Starbucks to enhance the effectiveness of its marketing campaigns and boost consumer purchasing power.
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.
The Impact of AirAsia's Professional Training and Education and Other Factors on Customer Loyalty Song, Ng Hee; Paul, Gadi Dung; Yisi, Lu; Jiarui, Ma; Zunqi, Ma; Sihao, Liu; Chauhan, Himanshi; 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.v7i3.3507

Abstract

This study investigates the impact of professional training and education programs on customer loyalty in the airline industry, specifically focusing on AirAsia. With the competitive landscape of the aviation sector, ensuring high levels of customer satisfaction and loyalty is paramount. Data was collected and analyzed from 100 students and 100 community members to explore the impact of professional training and education on customer satisfaction and to deepen the understanding of their relationship. Through a comprehensive analysis of customer feedback, the research examines how employee training enhances service quality, directly influencing customer perceptions and loyalty. Using a quantitative approach, the findings reveal a significant correlation between the effectiveness of training programs and customer loyalty metrics, highlighting the critical role of well-trained employees in delivering superior service experiences. This research contributes to the existing literature by providing empirical evidence supporting the importance of investment in employee development as a strategic tool for enhancing customer loyalty in the competitive airline market. Ultimately, the study underscores the need for airlines to prioritize professional training to maintain a competitive edge and foster lasting relationships with customers.
Analyzing the Impact of Coffee Company’s Marketing Campaigns and Brand Awareness on Consumer Purchase Intention Paul, Gadi Dung; A/P Perak Kerof, Chaleeda; Hui Xin, Ang; Binti Andek Mohd Yasin, Andek Farzana; Jingrui, Chen; Chauhan, Akanksha; Hee Song, Ng
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.v7i3.3491

Abstract

Starbucks, an established company in the worldwide coffee sector, makes huge investments in creative marketing techniques to attract and keep consumers. This study aimed to investigate the impact of marketing campaigns and brand awareness on consumer purchasing intentions in Malaysia and India, focusing on Starbucks as a case study. A quantitative research approach was employed, using an online survey distributed via Google Forms to 150 Starbucks consumers across both countries. The results revealed that marketing campaigns have a substantial impact on consumer purchase intentions, with a beta value of 0.889 (*p 0.001), explaining 84.4% of the variance. In contrast, brand awareness, while positively related, had a lesser impact (beta = 0.068, p 0.05). These findings suggest that Starbucks' success lies in its ability to create marketing content that resonates deeply with consumer values and lifestyles, driving stronger purchase intentions. The study underscores the importance of targeted, value-aligned marketing strategies that foster emotional engagement and highlights the need for brands to focus on meaningful consumer interactions to sustain and grow purchase intentions
Understanding Entrepreneurial Barriers Among University Students: Evidence from Malaysia’s Undergraduate Entrepreneurs Chien, Ng Wei; Paul, Gadi Dung; Sheng Nan, Zhao; Si Dan, Rong; Rui Xuan, Song; M. S, Md Zain,; M. F. S., Muhammad Fauzie,; Kee, Daisy Mui Hung; Ali, Anees Jane
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.v8i3.4214

Abstract

Entrepreneurship among university students plays a crucial role in fostering innovation and economic development; however, many aspiring young entrepreneurs face significant barriers that limit their inclination to start a business. This study aims to identify and analyze the primary factors that hinder entrepreneurial inclination among Malaysian undergraduates. Using a quantitative approach, data were collected from 100 students through purposive sampling and analyzed using descriptive and regression analysis. The results reveal that fear of failure is the only barrier that significantly influences entrepreneurial inclination (? = 0.30, p = 0.01), while aversion to stress and hard work (? = -0.02, p = 0.10), risk aversion (? = -0.20, p = 0.19), lack of social networking (? = -0.06, p = 0.11), and lack of resources (? = 0.16, p = 0.13) show no significant effects. These findings suggest that psychological factors, particularly the perception of failure, play a more decisive role than structural constraints. The study provides theoretical contributions to behavioral models of entrepreneurship and offers practical implications for universities and policymakers to design programs that strengthen psychological resilience and entrepreneurial readiness among students.
Co-Authors A/P Perak Kerof, Chaleeda Ali, Anees Jane Azhar, Nurul Hanisah Binti Azmi, Nurul Atikah Binti Binti Andek Mohd Yasin, Andek Farzana Chauhan, Akanksha Chauhan, Himanshi Chien, Ng Wei Hee Song, Ng Hui Xin, Ang Indrastata, Daiva Fifqi Jiarui, Ma Jingrui, Chen Kee, Daisy Mui Hung Lew, Tek Yew M. F. S., Muhammad Fauzie, M. S, Md Zain, Maulana, Erika Rozaidi, Nurul Irdina Binti Rui Xuan, Song Sheng Nan, Zhao Si Dan, Rong Sihao, Liu Song, Ng Hee Suimi, Nursyahidah Binti Ahmad Yisi, Lu Zunqi, Ma