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All Journal Journal of the Community Development in Asia
Goh, Wen Kai
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Humanities

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Customer Trust, Satisfaction, and Brand Loyalty: A Study on Mixue Ice Cream & Tea in Malaysia Najwan, Hala; Jian, Oh ZI; Goh, Wen Kai; Foo, Yong Teng; Azali, Fatimah Az Zahraa`; Gao, Xi; Tripathi, Arya; 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.v7i3.3504

Abstract

This study investigates customer satisfaction, trust, and loyalty within Malaysia's low-end milk tea industry, with a focus on Mixue Ice Cream & Tea. While previous research has predominantly examined how factors such as taste, perceived price, and service quality impact customer satisfaction, this study aims to bridge the gap by exploring the transition from customer loyalty to brand loyalty and its subsequent effect on brand competitiveness. Utilizing a quantitative approach, online surveys were administered to milk tea consumers across Malaysia. Our findings offer insights into brand loyalty and identify important predictors. Our study provides strategic recommendations to enhance Mixue Ice Cream & Tea's brand loyalty, thereby increasing its competitiveness in the F&B sector. Our research contributes to the existing literature by detailing how customer satisfaction and trust evolves into strong brand loyalty, highlighting the roles of customer trust and satisfaction in fostering overall customer loyalty.
Assessing Customer Trust, Satisfaction, and Loyalty in the Malaysian Ice Cream and Milk Tea Industry Najwan, Hala; Jian, Oh ZI; Goh, Wen Kai; Foo, Yong Teng; Azali, Fatimah Az Zahraa`; Gao, Xi; Tripathi, Arya; 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.v7i3.3504

Abstract

This study investigates customer satisfaction, trust, and loyalty within Malaysia's ice cream and milk tea industry, focusing on Mixue Ice Cream Tea. While previous research has predominantly examined how factors such as taste, perceived price, and service quality impact customer satisfaction, this study aims to bridge the gap by exploring the transition from customer loyalty to brand loyalty and its subsequent effect on brand competitiveness. Utilizing a quantitative approach, online surveys were administered to milk tea consumers across Malaysia. The analysis reveals that customer satisfaction and customer loyalty have a positive association, supporting Hypothesis H1, while customer trust significantly influences customer loyalty, confirming Hypothesis H2. However, the analysis rejects Hypotheses H4 and H5, indicating no substantial positive association between customer satisfaction and trust with brand loyalty. Notably, customer loyalty shows a strong positive relationship with brand loyalty, thus supporting Hypothesis H3. These findings contribute to the existing literature by detailing how customer satisfaction and trust evolve into strong brand loyalty and provide strategic recommendations to enhance Mixue Ice Cream Tea's competitiveness in the FB sector
Co-Authors Azali, Fatimah Az Zahraa` Foo, Yong Teng Gao, Xi Jian, Oh Zi Kee, Daisy Mui Hung Najwan, Hala Tripathi, Arya