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All Journal Advances in Global Economics and Business 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
Lok, Yee Huei
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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The Impact of Product Quality, Service Quality, and Digital Infrastructure Quality on Customer Loyalty: Evidence from Zus Coffee Malaysia Lok, Yee Huei; Tan, Lay Hong; V, Ranjith P.; Kumar, Bhupendra; Cheng, Wen Xuan; Chen, Zhan Hang; Chen, Zi Xian; Latha, Pullela Sneha; Mohammed P, Hafis; Sarfaraz, Nida; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 1 (2026): February 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i1.4383

Abstract

This study investigates the impact of product quality, service quality, and digital infrastructure quality on customer loyalty at Zus Coffee Malaysia. As competition intensifies in Malaysia’s coffee retail industry, customer retention has become increasingly challenging, especially with the rise of digital platforms and changing consumer expectations. The main objective of this research is to examine how these three dimensions of quality influence customer loyalty among Zus Coffee customers. A quantitative research method was employed through an online survey of 101 respondents across major Malaysian cities. Our findings present that product quality and service quality have a significant positive impact on customer loyalty, while digital infrastructure quality such as mobile app usability and digital payment efficiency also plays a key supporting role. Our study highlights the importance of integrating both physical and digital quality factors to enhance customer loyalty in the coffee industry. Additionally, it offers practical insights for managers seeking to enhance customer satisfaction through strategic improvements in product consistency, service quality and digital infrastructure engagement, aligning with consumers’ expectations for quality and convenience.
Factors Influencing University Students’ Consumption Behavior Towards McDonald’s: The Roles of Media Advertisement, Menu Innovation, and Brand Image Lok, Yee Huei; Eu, Guo Hao; Ding, YuTong; Doann, Tan; Ibrahim, Farah Aqilah; Saxena, Reet; Khandelwal, Mitali; Kee, Daisy Mui Hung
Asia Pacific Journal of Management and Education (APJME) Vol 9, No 1 (2026): March 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v9i1.4484

Abstract

In the highly competitive fast-food industry, understanding university students’ consumption behavior is critical for McDonald’s to maintain market share. This study examines the role of media advertisement, menu innovation and brand image that is influencing university students’ consumption behavior towards McDonald’s. A quantitative research design was employed. Data were collected from 150 university students using an online survey distributed via Google Form to test the proposed hypotheses. Our findings reveal that media advertisement, menu innovation and brand image positively influence university students’ consumption behavior toward McDonald’s. Furthermore, it contributes to both theoretical and practical insights by demonstrating that improving media advertisement, menu innovation and brand image can enhance the consumer consumption behavior among university students
Consumer Behaviour towards QR Code Payments in Malaysia: The Case of Touch ’n Go e-Wallet Rathore, Kishan Singh; Lok, Yee Huei; PV, Ranjith; Chauhan, Gungun; Yi, Chia Xin; Xuan, Chin Shao; Hei, Chiam Qian; Hui, Chin Qian; Agarwal, Anshika; Shinge, Abhijeet Krishnat; Kee, Daisy Mui Hung
Asia Pacific Journal of Management and Education (APJME) Vol 9, No 1 (2026): March 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v9i1.4471

Abstract

In recent years, Malaysia has rapidly transitioned from cashless to contactless transactions, emerging as the second-highest user of QR code payments globally. This study is about figuring out what makes people want to use QR code payments in Malaysia. We are looking at people who use Touch ’n Go E-Wallet. Even though we have lots of payment options many people are still not sure, about using QR code payments. We want to understand why this is happening. Hence, we are using Technology Acceptance Model to look at five things which are how easy QR code payments are to use, how useful they are, if they are safe and trustworthy if they are good value and if they work well with other things. Data was collected from 200 respondents conducted through online survey. The results of the regression analysis show that consumer intention is strongly influenced by perceived value, convenience of use, and usefulness, while trust and security are critical for continued usage. These results provide valuable insights for fintech developers and policy makers.
Co-Authors Adira, Nur Maizatul Agarwal, Anshika Ali, Anees Jane Azizi, Nurin Zahirah Bt Azman, Nursyazana Afiqah Bt Chaudhary, Manoj Kumar Chauhan, Gungun Cheang, Wen Jing Chen, Liangyu Chen, Quanxi Chen, Zhan Hang Chen, Zhuyi Chen, Zi Xian Cheng, Wen Xuan Ding, YuTong Doann, Tan Eu, Guo Hao Fatini, Nur Lidiya Feng, Xinkai Hassan, Nurul Husna Bt Hei, Chiam Qian Hui, Chin Qian Ibrahim, Farah Aqilah Jian, Oh Zi Kee, Daisy Mui Hung Kee, Lidwina Yi Ming Khairul Azhar, Nurin Amni Bt Khan, Faijan Khan, Nawaz Khandelwal, Mitali Kumar, Bhupendra Kumari, Nidhi Latha, Pullela Sneha Lew, Carol Lew, Yen Ru Li, Haoran Li, Jihan Li, Xuanting Li, Yinglan Li, Yuxin Liao, Zhongkai Lim, Jin Ting Lim, Kai En Lim, Pei En Lim, Xian Bei Lim, Yee Teng Lim, Zi Kian Lin, Yi Tong Ling, Hee Yang Liou, Zi Yao Madan, Sahana Mohammed P, Hafis Mui Hung Kee, Daisy Nayley, Nur Neyaz, Fahad Nur Izzah Oh, Zi Jian PV, Ranjith Ramachandra, Rashmi Rathore, Kishan Singh Rohaan, Mohd Sarfaraz, Nida Saxena, Reet Shinge, Abhijeet Krishnat Sim, Choon Ling Tan, Lay Hong Teoh, Kok Ban V, Ranjith P. Wang, Mengyao Wang, Ruting Wang, Yinghui Wong, Khoon Xue Xuan, Chin Shao Yi, Chia Xin