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p-Index From 2021 - 2026
0.408
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This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific
Lim, Shing Yee
Unknown Affiliation
Humanities

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Customer Satisfaction on Starbucks Malaysia Post-Covid 19 Pandemic Lim, Shing Yee; Liang, Chenling; Li, Mingze; Liang, Minghao; M., Smitha
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 | Full PDF (256.056 KB) | DOI: 10.32535/ijthap.v5i3.1902

Abstract

Due to the burgeoning competition in the retail coffee industry, standing out among numerous coffeehouse brand chains is crucial for Starbucks. Customers ever have more options to choose from and obtaining customer satisfaction is essential for Starbucks to stay in a winning position in the market. The COVID-19 pandemic, on the other hand, has altered everything, including how retailers serve their customers. This research examines whether service quality, perceived convenience, product, and promotion influence customer satisfaction post-Covid 19 Pandemic. A total of 185 participants have participated in the online survey via Google Forms and all data was analyzed using SPSS. The results show that service quality, perceived convenience, product and promotion positively impact customer satisfaction. These findings can provide meaningful insights and a few recommendations are suggested to Starbucks.
Customer Satisfaction on Starbucks Malaysia Post-Covid 19 Pandemic Lim, Shing Yee; Liang, Chenling; Li, Mingze; Liang, Minghao; M., Smitha
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.v5i3.1902

Abstract

Due to the burgeoning competition in the retail coffee industry, standing out among numerous coffeehouse brand chains is crucial for Starbucks. Customers ever have more options to choose from and obtaining customer satisfaction is essential for Starbucks to stay in a winning position in the market. The COVID-19 pandemic, on the other hand, has altered everything, including how retailers serve their customers. This research examines whether service quality, perceived convenience, product, and promotion influence customer satisfaction post-Covid 19 Pandemic. A total of 185 participants have participated in the online survey via Google Forms and all data was analyzed using SPSS. The results show that service quality, perceived convenience, product and promotion positively impact customer satisfaction. These findings can provide meaningful insights and a few recommendations are suggested to Starbucks.
Co-Authors Li, Mingze Liang, Chenling Liang, Minghao M., Smitha