Article Per Year (5 Year)
p-Index From 2021 - 2026
0.444
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This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific Asia Pacific Journal of Management and Education
Ooi, Lyn Liq
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Humanities Education Languange, Linguistic, Communication & Media Other

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The Impact of Job Satisfaction and Performance on User Satisfaction with Banking Services Lee, Jocelyne Jia Lin; Ooi, Lyn Liq; Wun, Xiang Yang; Wong, Pei Wen; Yin, Jia Yue; Yang, Hai Hong; Kee, Daisy Mui Hung
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.v7i3.3608

Abstract

 This study examines the relationships between customer service quality, employee job satisfaction, job performance, and user satisfaction in the banking industry, with a focus on Maybank. The objective is to determine how employee satisfaction and performance impact user satisfaction and customer service experience. A survey was conducted among 200 Malaysian banking customers, and responses were analyzed using regression analysis to test six hypotheses. The results confirm that customer service experience, employee job satisfaction, and job performance all significantly influence user satisfaction. Specifically, customer service experience (? = 0.291, p 0.01) and employee job satisfaction (? = 0.322, p 0.001) show strong positive effects on user satisfaction, while employee job performance (? = 0.200, p 0.05) also contributes positively. Additionally, employee job satisfaction significantly enhances both job performance (? = 0.732, p 0.01) and customer service experience (? = 0.340, p 0.01). Employee performance is a key factor in delivering superior customer experiences (? = 0.534, p 0.001). The study concludes that improving employee satisfaction is crucial for boosting job performance and customer service, which in turn elevates user satisfaction.
The Swipe to Spend Era: An Analysis of Technology Acceptance Factors Influencing TnG E-Wallet Usage in Daily Consumer Spending Ooi, Lyn Liq; Tunde, Odebunmi Abayomi; Leong, Wai Ee; Leong, Han Wen; Lew, Ai Hua; Leng, Jia Xin; Tanishq, Tanishq; 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.v9i1.4501

Abstract

Touch ‘n Go (TnG) is an e-wallet service widely used in Malaysia, especially after the COVID-19 pandemic. E-wallets have become increasingly popular worldwide as a convenient digital payment method. This study examines the key factors influencing TnG e-wallet usage in their daily spending, as well as the relationship between continuous usage intention and continuous usage behaviour. The specific objectives are to assess the impact of facilitating conditions, perceived ease of use, perceived risk, perceived trust, and social influence; evaluate how these factors affect users’ continued usage intention; and analyze the relationship between continuous usage intention and continuous usage behaviour in the context of the TnG e-wallet service. Data were collected from 150 university students in Malaysia using a purposive sampling method. A quantitative research approach was employed through an online survey distributed to TnG e-wallet users. The findings indicate that perceived ease of use and social influence have a positively significant influence on users’ continued usage intention. For continuous usage behaviour is significantly affected by continued usage intention, facilitating conditions and social influence. The findings are anticipated to provide valuable insights for e-wallet providers to enhance user acceptance, thereby promote sustained usage behaviour
Co-Authors Kee, Daisy Mui Hung Lee, Jocelyne Jia Lin Leng, Jia Xin Leong, Han Wen Leong, Wai Ee Lew, Ai Hua Tanishq, Tanishq Tunde, Odebunmi Abayomi Wong, Pei Wen Wun, Xiang Yang Yang, Hai Hong Yin, Jia Yue