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p-Index From 2020 - 2025
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All Journal Asia Pacific Journal of Management and Education
Xia, Jamin Kun Peng
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Education Languange, Linguistic, Communication & Media Other

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Factors Influencing Customer Experience and Satisfaction in E-hailing Services: A Case Study of GrabCar Xia, Jamin Kun Peng; Lee, Louis Yong Yu; Aryani, Dwi Nita; Cheah, Yu Xuan; Chee, Yu Xuan; Cheang, Wen Hui; Chen, Yiming; Lunsa, Virly Assa; Poddar, Suresh; Kee, Daisy Mui Hung
Asia Pacific Journal of Management and Education (APJME) Vol 8, No 3 (2025): November 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v8i3.4259

Abstract

E-hailing has become an increasingly popular mode of transportation in Southeast Asia, with GrabCar being one of the leading platforms offering convenient and affordable mobility solutions. This study aims to investigate the factors influencing customer experience and satisfaction in using GrabCar services. The independent variables include perceived ease of use, perceived fare, perceived trust, perceived risk, and perceived convenience, with customer experience serving as a mediating variable and customer satisfaction as the dependent variable. A quantitative method was applied through a structured questionnaire distributed to 150 respondents from Malaysia, Indonesia, and India, and the data were analyzed using SPSS. The regression results show that customer experience is significantly influenced by perceived ease of use (? = 0.221, p .001), perceived fare (? = 0.174, p .01), and perceived risk (? = 0.423, p .001), while customer satisfaction is affected by perceived fare (? = 0.341, p .001), perceived convenience (? = 0.251, p .001), and customer experience (? = 0.407, p .001). GrabCar should prioritize fair pricing, user-friendly design, safety, and convenience to enhance experience and satisfaction.
From Balance to Performance: The Mediating Effect of Job Satisfaction on Work-Life Balance over Job Performance Xia, Jamin Kun Peng; Lee, Louis Yong Yu; Chan, Yi Lim; Cao, Haoran; Cao, Shiyu; Cham, Xing Er; Kee, Daisy Mui Hung
Asia Pacific Journal of Management and Education (APJME) Vol 8, No 3 (2025): November 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v8i3.4250

Abstract

This study investigates the relationship between work-life balance (WLB), job satisfaction, and in-role job performance among Malaysian employees. WLB is conceptualized as a multidimensional construct encompassing six factors: nature of work, work flexibility, workload, compensation, organizational support, and personal life. Using a quantitative explanatory design, data were collected from 96 full-time employees across various industries in Malaysia through an online survey. The data were analyzed using descriptive statistics, Pearson correlation, and multiple regression analysis. The results show that work flexibility (? = 0.122, p .05), workload (? = 0.145, p .01), organizational support (? = 0.148, p .01), and personal life (? = 0.325, p .001) significantly enhance job performance, while compensation (? = 0.251, p .01), organizational support (? = 0.186, p .05), and personal life (? = 0.567, p .001) significantly improve job satisfaction. Job satisfaction also positively influences job performance (? = 0.850, p .001). The models explained 53.3% of the variance in job satisfaction and 77.7% in job performance. These findings validate the mediating role of job satisfaction and highlight the importance of supportive and flexible work environments for improving employee outcomes within Malaysia’s evolving workplace context
Co-Authors Cao, Haoran Cao, Shiyu Cham, Xing Er Chan, Yi Lim Cheah, Yu Xuan Cheang, Wen Hui Chee, Yu Xuan Chen, Yiming Dwi Nita Aryani Kee, Daisy Mui Hung Lee, Louis Yong Yu Lunsa, Virly Assa Poddar, Suresh