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Journal : Journal of the Community Development in Asia

The Factors That Influence Customer Satisfaction to Use Malaysia Airlines in Malaysia Sin, Liem Gai; Huei, Lok Yee; Yuu, Livia Loh Xin; Yi, Looi Kai; Qifeng, Liu; Fanxi, Liu; Xinyu, Liu; C V L, Manogna; Ali, A. J.; Kee, Daisy Mui Hung
Journal of The Community Development in Asia Vol 8, No 1 (2025): January 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/jcda.v8i1.3751

Abstract

Improving customer satisfaction is key to being competitive in the Airline industry. This research aimed to study the factors that influence customer satisfaction to use Malaysia Airlines in Malaysia. Malaysia Airways Limited began its first commercial flight in year 1947 and was renamed become Malaysian Airline System in year 1972. Malaysia Airlines operates scheduled domestic and international flights to more than 1000 destinations across 150 plus countries. A quantitative approach with a survey questionnaire was used for data collection. A total of 100 Malaysia Airlines customers participated in this survey. In this survey, five influencing factors are assessed which is airline tangibles, personnel quality, empathy, and airline image. Through a comprehensive analysis of customer feedback, personnel quality, and empathy are the most important factors in improving customer satisfaction to use Malaysia Airlines in Malaysia. This survey provides Malaysia Airlines with useful insights into customer perception and guides Malaysia Airlines in improving customer satisfaction
Touching the Future: Drivers of E-Wallet Adoption in Malaysia Ibrahim, Haslindar; Kuek, Thiam Yong; Kumar, Owenish A/L Shashi; Ong, Zi Jin; Ooi, Zhi Ling; Peh, Jia Xuan; Yhee Ho, Penny Shuen; Ali, A. J.; 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.v8i3.4169

Abstract

Touch ‘n Go is a Malaysian digital wallet app that offers secure, convenient and cashless transactions for users. It allows people to make payments through their smartphones anywhere in the country, including retail stores, restaurants and transportation hubs. Thus, this paper aims to study the factors that affect the adoption of e-wallets in Malaysia. In our research, a survey will be conducted using Google Forms for data collection. We have sent a survey to our target respondents, people who are using Touch ‘n Go e-Wallet. Our research aims to find out whether perceived convenience, perceived security, consumer attitudes and social influence will affect the intention of consumers to use Touch ‘n Go e-Wallet. Our findings show that perceived convenience and customer attitudes have a significant positive impact on the adoption of e-wallets while perceived security and social influence play a minimal role only. These findings highlight the importance of usability, user experience and trust-building strategies. Thus, Touch ‘n Go Sdn Bhd may improve the adoption of e-wallets among Malaysians in the future by focusing on these aspects.
Co-Authors Abu Bakar, Nurul Muzirah Syed Anuar, Nor Elyana Nafisya Binti Khairul Bai Hao, Zhang Ban Teoh, Kok Bin Kamarudin, Muhammad Danish Akmal Bin Mohamad Nassa, Muhammad Danish Haikal Bin Mohd Azrol Nizam, Muhammad Asyqar Widad Bin Mohd Hatta, Muhammad Aiman Bin Sharuddin, Muhammad Afiq Adid Binti Abdul Mohsin, Ainul Mohsein Binti Ahmad, Noor Shatirah Binti Mohamad Rasyid, Rafiqah Najwa Binti Mohd Farhan, Qistina C V L, Manogna Cheong, Choon Sing Cheong, Li Qing Chew, Hao Ran Chia, Ting Ting Chien Ng, Wei Chien, Ng Wei Chien, Yoke Choo Chong, Jes Yee Chong, Xin Yi Choo, Ke Shan Choong, Kai Wen Eiwins, Tan En Chong, Jing Eshaq, Aqel Sahal Awadh Bin Fanxi, Liu Gadi, Paul Dung Gan, Kia Hui Hang, Yin Hong, Tan Lay Hong, Yeap Zheng Huei, Lok Yee Hui, Yong Qian Hung Kee, Daisy Mui Ibrahim, Haslindar J, Darshini Jia, Yong Hui Jian, Oh Zi Jie Chang, Wei Joe, Tan Chia Kai Tay, Nicholas Zhe Kalyselvan, Keerthana A/P Kee, Daisy Mui Hung Khee, Wong See Kuek, Thiam Yong Kumar, Owenish A/L Shashi Lay Hong, Tan Lee, Yong Yu Lim, Boon Chuen Lim, Hui Ling Lim, Hui Ni Lim, Hui Yeng Lim, Shuet Enn Lim, Wei Yih Ling Chan, Si Ling Lim, Hui Mahidin, Nurul Alis Amira Ahmad Mohamed Fauzi, Nursafiyyah Mohd Nasir, Nurul Afiqah Muralydaran, Roshini A/P Nee Cheah, Fen Ng, Li Wen Ng, Ying Yee Ong, Zi Jin Ooi, Zhi Ling Peh, Jia Xuan Peng Xia, Kun Qi Quah, Yan Qifeng, Liu Qiong Wu Ridzal Hef, Syaza Udaimatunnur Safa Binti Sin, Liem Gai Suhaimi, Nurul Firzanah Mohd Syed Hidzir, Syed Isyraf Muzammil Bin Teng Low, Joey Wan Teoh, Kok Ban Then, Joey Rui Yu Tunde, Odebunmi Abayomi Wei Chien, Ng Wen Qiu, Yi Wen, Tianyu Wu, Yuchun Xi, Yucong Xin Chai, Jia Xinyu, Liu Xuan Khoo, Ann Yan, Tan Chia Yhee Ho, Penny Shuen Yi Lim, Joanne Xing Yi, Looi Kai Yishuo, Zhang Yueru, Liu Yung Cheah, Wan Yusof, Rosmelisa Yutong, Zhao Yuu, Livia Loh Xin Zamanee, Zema Rania Safiyyah Binti Zema