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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
Tan, Lay Hong
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Other

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How Does Tiktok Help to Improve Netflix’s Business Performances Tan, Lay Hong; Hazarika, Anurag; Ahmad Tamizi, Nur Farah Alyaa; AHMAD NAZRI, NUR ARNIESYA; MAT FUZI, NUR ATHIRAH; SAXENA, PRANJAL; MOHD AFFANDI, NUR FARHANA
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 2 (2024): July 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i2.3294

Abstract

With rapid technological improvements, organisations are constantly looking for new ways to improve performance and reach their target audience. TikTok, a popular social media network, especially among young people, offers businesses a unique potential for interaction and brand recognition. This study evaluates TikTok's positive impact by looking at the precise mechanisms via which it helps to corporate growth, such as its impact on brand awareness and consumer engagement. This study also looks into why companies like Netflix prefer to use TikTok as a marketing tool for company success. A survey questionnaire was given to 150 participants in this study.  The statistics demonstrated a direct association between TikTok use and increases in Netflix's business success, brand recognition, and consumer engagement. These data can help TikTok and businesses like Netflix optimise their strategy and leverage on the platform's potential for long-term growth and success.
How Does Social Media Contribute to Improve Business Performance for Streaming Service? Tan, Lay Hong; Hazarika, Anurag; Ahmad Tamizi, Nur Farah Alyaa; Ahmad Nazri, Nur Arniesya; Mat Fuzi, Nur Athirah; Saxena, Pranjal; Mohd Affandi, Nur Farhana
Asia Pacific Journal of Management and Education (APJME) Vol 7, No 2 (2024): July 2024
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v7i2.3294

Abstract

In a rapidly evolving technological landscape, organizations are constantly seeking innovative strategies to enhance performance and connect with their target audience. One such platform gaining traction is TikTok, a social media network particularly popular among young people. Recognizing its potential, businesses are exploring how TikTok can foster brand awareness and cultivate deeper consumer engagement. This study investigates whether factors like internet consumption patterns, social influence on TikTok, perceived value of TikTok content for Netflix, and trust in Netflix as a brand contribute to its performance. Interestingly, through a survey administered to 151 participants, the research suggests that internet consumption is the primary driver, with social influence, perceived usefulness, and trust on TikTok not having a statistically significant impact on Netflix's performance. This study suggests that for Netflix, user engagement with its content is the crucial factor on TikTok, not relying on influencer marketing or specific content value perceptions. Future research should explore content formats, user interaction strategies, and audience segmentation techniques to maximize user engagement with Netflix content on the platform.
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.
Riding the Wave of Satisfaction: Exploring Service Quality and Customer Satisfaction in Ride-Hailing Services Tan, Lay Hong; Liem, Gai Sin; Sing, Steven; Sim, Vivian; Sim, Wei Siang; Binti Abdull, Siti Nur Allisya Nurulzaman; Binti Mohamed Ridzuan, Siti Nursyakiroh; Ali, Anees Janee; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 2 (2025): June 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i2.4010

Abstract

In Malaysia, ride-hailing services like Grab Car increasingly supplement public transport. This study examines how five service quality dimensions—tangibility, empathy, responsiveness, reliability, and assurance—affect customer satisfaction. Using a quantitative method, data were collected via an online survey of 100 respondents and analyzed through regression analysis. The results show that perceived service reliability (? = 0.345, p 0.001) and assurance (? = 0.439, p 0.001) significantly and directly influence customer satisfaction, explaining 50.3% of the variance (R² = 0.503). Empathy (? = 0.517) and responsiveness (? = 0.355) influence satisfaction indirectly through reliability, while tangibility (? = 0.415) and responsiveness (? = 0.365) do so through assurance. However, tangibility does not significantly affect reliability, and empathy does not influence assurance. These findings suggest that improving reliability and assurance, supported by other service dimensions, can enhance customer satisfaction. This research offers practical insights for public transport and ride-hailing services to strengthen service quality and increase customer loyalty.
From Order to Satisfaction: Examining Food, Service, and Value Drivers of Customer Satisfaction in the Fast-Food Industry Tan, Lay Hong; Lew, Tek Yew; Tan, Yee Ros; Tan, Wan Ling; Tan, Wei Chi; Tan, Wei Len; Tan, Yee Ling; Ali, Anees Jane; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 8, No 3 (2025): September 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i3.4175

Abstract

Customer satisfaction is a critical determinant of competitiveness in the fast-food industry, even for global leaders like McDonald’s, which is widely recognized for efficiency, consistency, and strong branding. Despite its success, adapting to evolving customer expectations remains essential. This study aims to evaluate the factors influencing customer satisfaction at McDonald’s in Malaysia, focusing on food quality, service quality, pricing and value, product variety, and service method. A quantitative survey was conducted with 100 respondents using structured questionnaires. The findings indicate that customer satisfaction is most strongly influenced by service method (? = 0.449) and product variety (? = 0.279), while food quality, service quality, and pricing and value showed weaker effects and did not significantly predict satisfaction. The overall model explained 49% of the variance in customer satisfaction (R² = 0.492). These results highlight that customers place the greatest emphasis on convenience, efficiency, and diverse menu options. McDonald’s should therefore prioritize enhancing service delivery across dine-in, drive-thru, and self-service kiosks, while maintaining food quality and competitive pricing as baseline expectations. Overall, this study provides practical insights for improving customer satisfaction and offers strategic implications for fast-food chains in highly competitive markets
The Influence of Social Media Marketing on Brand Loyalty: Evidence from Malaysian Youth in the Ride-Hailing Sector Tan, Lay Hong; Liem, Gai Sin; Salehuddin, Siti Nurul Alia Binti; Amirrullah, Siti Nurul Izzati Binti; Sok, Kai Xuan; Yong, Stephanie Jing E; Jinghan, Su; Ali, Anees Jane; Kee, Daisy Mui Hung
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.v8i3.4217

Abstract

Grab, founded in 2012, is a leading multi-service platform in Southeast Asia that actively uses social media to build relationships and foster brand loyalty. This study investigates the influence of social media marketing on brand loyalty among Malaysian youth aged 15–40, emphasizing the mediating role of customer satisfaction. A quantitative approach was employed through an online survey of 119 respondents, and data were analyzed using regression analysis. Results show that brand trust (? = 0.376, p 0.001), perceived social media interaction quality (? = 0.192, p 0.05), and loyalty program engagement (? = 0.245, p 0.01) significantly influence customer satisfaction (R² = 0.608). Meanwhile, customer satisfaction (? = 0.717, p 0.001) and loyalty program engagement (? = 0.315, p 0.001) have significant positive effects on brand loyalty (R² = 0.635), whereas brand trust and social media interaction quality show no direct influence. These results confirm that customer satisfaction mediates the effects of trust, interaction quality, and loyalty program engagement on loyalty. The study concludes that loyalty programs and customer satisfaction are key drivers of sustained loyalty, highlighting the need for brands like Grab to strengthen personalized engagement and satisfaction-based strategies for young digital consumers.
Co-Authors AHMAD NAZRI, NUR ARNIESYA Ahmad Tamizi, Nur Farah Alyaa Ali, Anees Jane Ali, Anees Janee Amirrullah, Siti Nurul Izzati Binti Binti Abdull, Siti Nur Allisya Nurulzaman Binti Mohamed Ridzuan, Siti Nursyakiroh Hazarika, Anurag Hui, Gan Kia Jinghan, Su Kee, Daisy Mui Hung Lew, Tek Yew Liem, Gai Sin MAT FUZI, NUR ATHIRAH MOHD AFFANDI, NUR FARHANA Qi Zhang Salehuddin, Siti Nurul Alia Binti SAXENA, PRANJAL Sim, Vivian Sim, Wei Siang Sing, Steven Sok, Kai Xuan Tan, Wan Ling Tan, Wei Chi Tan, Wei Len Tan, Yee Ling Tan, Yee Ros Yong, Stephanie Jing E Zhang, Jia Hui Zhang, Shu Kun Zhao, Ke Xian