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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 Asia Pacific Journal of Management and Education
Hui, Gan Kia
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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Investigating the Relationship between Key Factors and Customer Satisfaction in an Online Shopping Platform Hui, Gan Kia; Lim, Sheue Hui; Aronkar, Praveen; Lim, Wei Sheng; Lin, Xinyuan; Hashim, Maisarah Binti Meor; Saadon, Mas Dalyna Binti; Akmalia, Desta Safa Nur; Dewanti, Rosa Ayu; Putri, Rr. Shafana Syafiyyah; Bajpayee, Vedika; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 7, No 2 (2024): May 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v7i2.3213

Abstract

The COVID-19 pandemic during the 2020's has led to the rapid growth of e-commerce in recent years, which has necessitated a greater understanding of the factors that contribute to customer satisfaction in the online context. This study was conducted to investigate the relationship between key factors and customer satisfaction in Lazada. The online survey was carried out to collect data and information from 100 respondents. In this study, five independent variables (efficiency, reliability, assurance, responsibility, and security) are investigated. The results indicate assurance and responsibility have a significant and positive influence on customer satisfaction whereas efficiency has a significant and negative impact on customer satisfaction. This study aligns with several Sustainable Development Goals (SDG), such as decent work and economic growth (SDG 8), as well as responsible consumption and production (SDG 12). In conclusion, this study contributes to the existing literature on e-commerce by providing empirical evidence on the impact of e-marketing strategies on customer satisfaction.
Why Do You Still Want to Buy Hp Laptop? A Study of HP’S Customer Satisfaction Yusof, Rosmelia; Hui, Gan Kia; Bin Abd Samat, Ahmad Luqman; Bin Abd Halim, Aimar Ilhan; Anak Andrew, Alsie Jocelyn; Binti Ahmad Munir, Alysha Maisarah; Fadhlan, Adam; Resvara Arifin, Adhyastar Izhar
Asia Pacific Journal of Management and Education (APJME) Vol 6, No 1 (2023): March 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v6i1.2212

Abstract

HP (Hewlett-Packard) Company was founded in July 1939 in California. This American multinational company is well known for providing electronic devices, especially laptops and computers globally. However, this research focuses on the laptop that has been produced by HP company. The purpose or objective of the study is to discover the elements that influence consumer satisfaction towards HP laptops. The research's primary goals are to evaluate the amount of customer satisfaction with HP laptops. The researchers provide survey questionnaires via google form to collect the Primary data, and the researchers also refer to the relevant articles, journals, and other material to find secondary data. The results show that Relationship marketing and Price Satisfaction have a significant positive relationship with customer satisfaction. Those lead Relationship Marketing and Price Satisfaction of HP will increase customer satisfaction.
A Study of Consumer Behavioral Intentions of Online Purchases Kit Ng, Bryan Mung; Cai, Zhen; Cao, Sheng Jie; Cao, Ze Lei; Rabba, Alya Zikrina; Hui, Gan Kia; Teoh, Kok Ban
International Journal of Tourism and Hospitality in Asia Pasific Vol 7, No 3 (2024): October 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v7i3.3613

Abstract

This study explores the impact of service quality, product quality, product freshness, and time savings on consumer behavioral intentions in online shopping, particularly in the post-COVID-19 era. With the rapid growth of e-commerce, understanding factors that influence consumer behavior is critical for businesses seeking to enhance customer loyalty. The primary objective is to identify which factors significantly affect online purchasing intentions. Using both primary and secondary data, a digital questionnaire was administered to 160 respondents. The collected data were analyzed using multiple regression analysis through IBM SPSS Statistics software to test four hypotheses. The results show that service quality (? = 0.472, p 0.001), product quality (? = 0.217, p = 0.001), and product freshness (? = 0.212, p = 0.002) are significant predictors of behavioral intention, while time savings (? = 0.086, p = 0.320) is not. These findings highlight the importance of focusing on quality and freshness in the online marketplace. Businesses should prioritize these factors to improve customer satisfaction and loyalty. The study concludes that while time savings are often valued in online shopping, it does not significantly drive consumer intentions, making service and product excellence more critical for success in the evolving digital economy.
The Development of Training Center as a Novel Business Concept Chien, Ng Wei; Hui, Gan Kia; Bin Azizi, Muhammad Aidil Muqris; Sabdan, Muhamad Ammar Danial Bin; Xiaomengying, Ma; Jiayi, Miao; Dubey, Khushi
International Journal of Tourism and Hospitality in Asia Pasific Vol 7, No 3 (2024): October 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v7i3.3603

Abstract

The objective of this study is to evaluate the effectiveness of innovative training methods, technology integration, personalized training, and strategic partnerships in enhancing business performance through the Qatar Skills Training Centre (QSTC). Employing quantitative methods, data were collected through a survey distributed via Google Forms, with responses from 154 participants representing various socio-economic backgrounds. The analysis revealed that while strategic partnerships did not significantly affect business performance, innovative training methods, technology integration, and personalized training demonstrated positive correlations with business success, supporting Hypotheses 1, 2, and 3. The results showed beta values of 0.588, 0.246, and 0.188 for these factors, respectively, and an R² value of 0.92, indicating that 92% of the variance in business performance is attributable to these elements. This highlights the critical role of innovative training methods, technology, and personalization in driving successful business strategies. The findings suggest that organizations should prioritize these factors to enhance employee engagement, satisfaction, and overall operational effectiveness.
Investigating the Relationship between Key Factors and Customer Satisfaction in an Online Shopping Platform Hui, Gan Kia; Lim, Sheue Hui; Aronkar, Praveen; Lim, Wei Sheng; Lin, Xinyuan; Hashim, Maisarah Binti Meor; Saadon, Mas Dalyna Binti; Akmalia, Desta Safa Nur; Dewanti, Rosa Ayu; Putri, Rr. Shafana Syafiyyah; Bajpayee, Vedika; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 7, No 2 (2024): May 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v7i2.3213

Abstract

The COVID-19 pandemic during the 2020's has led to the rapid growth of e-commerce in recent years, which has necessitated a greater understanding of the factors that contribute to customer satisfaction in the online context. This study was conducted to investigate the relationship between key factors and customer satisfaction in Lazada. The online survey was carried out to collect data and information from 100 respondents. In this study, five independent variables (efficiency, reliability, assurance, responsibility, and security) are investigated. The results indicate assurance and responsibility have a significant and positive influence on customer satisfaction whereas efficiency has a significant and negative impact on customer satisfaction. This study aligns with several Sustainable Development Goals (SDG), such as decent work and economic growth (SDG 8), as well as responsible consumption and production (SDG 12). In conclusion, this study contributes to the existing literature on e-commerce by providing empirical evidence on the impact of e-marketing strategies on customer satisfaction.
Analyzing the Fast-Food Marketing Strategies Impacting Consumer Buying Behavior Hui, Gan Kia; Ng, Wei Chien; Chia, Xin Yao; Chen, Sihao; Cheng, Cheah Yee; Chieng, Xue Lin; Agarwal, Amish Kumar; Nur’Aeni, Adelia; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 7, No 3 (2024): October 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v7i3.3615

Abstract

Kentucky Fried Chicken (KFC) has long been a dominant player in the global fast-food industry, known for its distinct fried chicken offerings. This study explores the effect of KFC’s marketing strategies on consumer buying behavior, using the marketing mix framework (4P: Product, Price, Place, Promotion). Primary data were gathered from a survey of 150 consumers in Malaysia via Google Forms, while secondary data included company reports and industry publications. Regression analysis was employed to determine the relationship between the independent variables (product, price, promotion, and place) and consumer buying behavior. Results indicated that product, price, and promotion significantly impact consumer decisions, with the product being the most influential factor (beta = 0.525). Price and promotion also had positive, albeit smaller, effects, while place was statistically insignificant. The R² value of 0.755 suggests that 75.5% of consumer behavior variation can be explained by these factors. These findings underscore the importance of product differentiation and effective promotional strategies in shaping consumer preferences, while the role of physical locations may be diminishing in the fast-food sector due to the rise of delivery services.
Factors Influencing Consumer Loyalty: A Study in the Tech Industry Hui, Gan Kia; Ibrahim, Haslindar; Jie, Lee Sze; Wen, Lee Xin; Guowei, Li; Baochen, Li; Putri, Firanda Leiliya; Syah, Fito Firman; Gupta, Somya
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 3 (2024): November 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i3.3543

Abstract

Since Apple’s 2010 release of the revolutionary iPhone 4, the brand has become a dominant force in the tech industry, fostering high customer loyalty through its integrated, secure ecosystem. This study aims to explore the factors driving Apple’s consumer loyalty in Malaysia, focusing on brand experience, brand innovativeness, social influence, perceived value, and brand trust. Primary and secondary data were collected, and a digital survey of 150 Malaysian Apple users provided insights into their loyalty determinants. Using regression analysis, the findings reveal that perceived value and brand trust significantly and positively impact consumer loyalty, while brand experience, brand innovativeness, and social influence show minimal influence. With an R-squared value of 0.596, the model suggests that nearly 60% of loyalty variance is explained by these factors, highlighting perceived value and trust as critical components. These results imply that Apple should prioritize enhancing perceived value and maintaining brand trust to strengthen consumer loyalty in competitive markets. Future research could explore additional factors like sustainability and community engagement to provide a fuller understanding of loyalty drivers in the tech industry.
The Impact of Delivery, Menu Variety, Pricing, Promotion, and Food Quality on Customer Satisfaction: Mediated by Perceived Value Effendi, Azura Abdullah; Hui, Gan Kia; Binti Che Kahar, Intan Azmira; Binti Mohamad Sukeri, Irdina Humaira; Xiang Ming, Irene Lee; Jia Xuan, Jasmine Wong; Vartharaju, Jayaneswari A/P; Joan N, Griselda; Ali, Anees Janee; Kee, Daisy Mui Hung
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 1 (2025): February 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i1.3834

Abstract

Foodpanda struggles with delayed deliveries, inconsistent food quality, limited menu variety, and pricing issues, leading to ongoing customer dissatisfaction despite promotional efforts. This study examines the impact of delivery experience, menu variety, pricing perception, promotion, and food quality on customer satisfaction with Foodpanda Malaysia, with customer perceived value as a mediator. A total of 135 respondents were surveyed to investigate how these factors influence customer satisfaction. The results show that Foodpanda's customer satisfaction is driven by delivery experience, pricing perception, food quality, and customer perceived value, with pricing perception being the most influential. Menu variety and promotion type have no significant impact. Delivery experience and pricing perception also indirectly boost satisfaction by enhancing perceived value, whereas menu variety, promotion type, and food quality do not significantly affect perceived value. The study highlights the importance of perceived value as a mediator, offering actionable insights for improving customer experience in the food delivery industry.
Consumer-Driven Growth: Analyzing the Relationship Between Brand Loyalty and Consumer Behavior in the Ice Cream and Tea Industry Hui, Gan Kia; Tan, Lay Hong; Zhang, Qi; Zhang, Jia Hui; Zhang, Shu Kun; Zhao, Ke Xian; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 1 (2025): February 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i1.3830

Abstract

As the economy grows and quality of life improves, there is a noticeable uptick in beverage consumption among people. Amidst numerous milk tea brands, MIXUE Ice Cream Tea distinguishes itself with its prudent capital management, swiftly expanding its market across various regions of China and overseas. This study aims to delve into the relationships between different aspects of consumer behavior (preferences, purchase intention, service experiences) and brand loyalty towards MIXUE Ice Cream Tea, providing valuable insights for enhancing customer retention and brand competitiveness. The findings suggest that perceived quality, promotions, brand services, and consumer preferences have little to no significant impact on brand loyalty, highlighting that the other factors, like affordability and customer engagement, maybe more influential. These results challenge traditional views and imply that MIXUE should adopt a balanced approach to brand strategy, focusing on deeper customer connections rather than solely relying on quality or pricing strategies. Additionally, this study endeavors to offer valuable insights for other players in the tea industry, potentially shaping their operational strategies and contributing to the overall market development.
Why Do You Still Want to Buy HP Laptop? A Study of HP’S Customer Satisfaction Yusof, Rosmelia; Hui, Gan Kia; Bin Abd Samat, Ahmad Luqman; Bin Abd Halim, Aimar Ilhan; Anak Andrew, Alsie Jocelyn; Binti Ahmad Munir, Alysha Maisarah; Fadhlan, Adam; Resvara Arifin, Adhyastar Izhar
Asia Pacific Journal of Management and Education (APJME) Vol 6, No 1 (2023): March 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v6i1.2212

Abstract

HP (Hewlett-Packard) Company was founded in July 1939 in California. This American multinational company is well known for providing electronic devices, especially laptops and computers globally. However, this research focuses on the laptop that has been produced by HP company. The purpose or objective of the study is to discover the elements that influence consumer satisfaction towards HP laptops. The research's primary goals are to evaluate the amount of customer satisfaction with HP laptops. The researchers provide survey questionnaires via google form to collect the Primary data, and the researchers also refer to the relevant articles, journals, and other material to find secondary data. The results show that Relationship marketing and Price Satisfaction have a significant positive relationship with customer satisfaction. Those lead Relationship Marketing and Price Satisfaction of HP will increase customer satisfaction.
Co-Authors Agarwal, Amish Kumar Akmalia, Desta Safa Nur Ali, Anees Janee Anak Andrew, Alsie Jocelyn Anjali, Anjali Aronkar, Praveen Aun, Teoh Bak Bajpayee, Vedika Baochen, Li Bin Abd Halim, Aimar Ilhan Bin Abd Samat, Ahmad Luqman Bin Azizi, Muhammad Aidil Muqris Binti Ahmad Munir, Alysha Maisarah Binti Che Kahar, Intan Azmira Binti Mohamad Sukeri, Irdina Humaira Cai, Zhen Cao, Sheng Jie Cao, Ze Lei Chen, Sihao Cheng, Cheah Yee Chia, Xin Yao Chien, Ng Wei Chieng, Xue Lin Dewanti, Rosa Ayu Dubey, Khushi Effendi, Azura Abdullah Fadhlan, Adam Guowei, Li Gupta, Somya Hashim, Maisarah Binti Meor Huei, Lok Yee Ibrahim, Haslindar Jia Xuan, Jasmine Wong Jiayi, Miao Jie, Lee Sze Joan N, Griselda KARAMCHANDANI, DEVANSHU Kee, Daisy Mui Hung Kit Ng, Bryan Mung Lim, Sheue Hui Lim, Wei Sheng Lin, Xinyuan Nandana, R Devi Ng, Wei Chien Nur’Aeni, Adelia Obinwa, Etoo Emmanuel Panda, Kunal Pandey, Rudresh Peter, Okwu Putri, Firanda Leiliya Putri, Rr. Shafana Syafiyyah Qi Zhang Rabba, Alya Zikrina Resvara Arifin, Adhyastar Izhar Saadon, Mas Dalyna Binti Sabdan, Muhamad Ammar Danial Bin Syah, Fito Firman Tan, Lay Hong Teoh, Kok Ban Vartharaju, Jayaneswari A/P Wen, Lee Xin Xiang Ming, Irene Lee Xiaomengying, Ma Yusof, Rosmelia Zhang, Jia Hui Zhang, Shu Kun Zhao, Ke Xian