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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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Journal : Journal of the Community Development in Asia

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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
Influencer Marketing and Consumer Purchase Intentions in the Fast Fashion Industry Yee, Jing Foo; Singh, Padmalini; Tan, Lay Hong; Yap, Jin Cong; Xiong, Xin Yuan; Xie, Zi Yang; Yao, Quan Cheng; V, Deepika; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 9, No 1 (2026): January 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v9i1.4349

Abstract

The rapid growth of social media has intensified the use of influencer marketing in the fast fashion industry, reshaping how consumers form purchase intentions. Despite its widespread application, empirical evidence on influencer effectiveness in the Malaysian fast fashion context remains limited. This study aims to examine the influence of key influencer attributes: trustworthiness, credibility, expertise, and familiarity, on consumer purchase intention, using Padini Holdings Berhad as a case study. A quantitative research design was employed, with data collected from 150 respondents through a structured questionnaire. Multiple regression analysis was conducted to test the proposed relationships. The results indicate that the research model explains 74.8% of the variance in purchase intention (R² = 0.748). Familiarity of the influencer emerged as the strongest predictor (? = 0.414, p 0.01), followed by expertise (? = 0.258, p 0.01) and credibility (? = 0.218, p 0.05). In contrast, trustworthiness showed a positive but statistically insignificant effect. These findings suggest that emotional connection, perceived knowledge, and credibility play a more critical role than trustworthiness in driving purchase intention within the fast fashion sector. Practically, the study highlights the importance of selecting influencers who are familiar, knowledgeable, and relatable to enhance marketing effectiveness.
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 Chen, Zhan Hang Chen, Zi Xian Cheng, Wen Xuan Hazarika, Anurag Hui, Gan Kia Jinghan, Su Kee, Daisy Mui Hung Kumar, Bhupendra Latha, Pullela Sneha Lew, Tek Yew Liem, Gai Sin Lok, Yee Huei MAT FUZI, NUR ATHIRAH Mohammed P, Hafis MOHD AFFANDI, NUR FARHANA Ong, Alyssa Ling Ling Qi Zhang Rosmira, Amirul Aniq Ilham bin Salehuddin, Siti Nurul Alia Binti Sarfaraz, Nida SAXENA, PRANJAL Sim, Vivian Sim, Wei Siang Sing, Steven Singh, Padmalini Sok, Kai Xuan Suthib, Amedee A/P Tan, Wan Ling Tan, Wei Chi Tan, Wei Len Tan, Yee Ling Tan, Yee Ros V, Deepika V, Ranjith P. Xie, Zi Yang Xiong, Xin Yuan Yao, Quan Cheng Yap, Jin Cong Yee, Jing Foo Yong, Stephanie Jing E Yusof, Ana Solehah Binti Mohd Zhang, Jia Hui Zhang, Shu Kun Zhao, Ke Xian