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All Journal International Journal of Applied Business and International Management International Journal of Tourism and Hospitality in Asia Pasific International Journal of Accounting & Finance in Asia Pasific Asia Pacific Journal of Management and Education
Azura Abdullah Effendi
Universiti Sains Malaysia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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The Impact of Delivery, Menu Variety, Pricing, Promotion, and Food Quality on Customer Satisfaction: Mediated by Perceived Value Azura Abdullah Effendi; Gan Kia Hui; Intan Azmira Binti Che Kahar; Irdina Humaira Binti Mohamad Sukeri; Irene Lee Xiang Ming; Jasmine Wong Jia Xuan; Jayaneswari A/P Vartharaju; Griselda Joan N; Anees Janee Ali; Daisy Mui Hung Kee
International Journal of Accounting and Finance in Asia Pasific (IJAFAP) Vol 8, No 1 (2025): February 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijafap.v8i1.3834

Abstract

Foodpanda struggles with delayed deliveries, inconsistent food quality, limited menu variety, and pricing issues, leading to ongoing customer dissatisfaction despite promotional efforts. This study examines the impact of delivery experience, menu variety, pricing perception, promotion, and food quality on customer satisfaction with Foodpanda Malaysia, with customer perceived value as a mediator. A total of 135 respondents were surveyed to investigate how these factors influence customer satisfaction. The results show that Foodpanda's customer satisfaction is driven by delivery experience, pricing perception, food quality, and customer perceived value, with pricing perception being the most influential. Menu variety and promotion type have no significant impact. Delivery experience and pricing perception also indirectly boost satisfaction by enhancing perceived value, whereas menu variety, promotion type, and food quality do not significantly affect perceived value. The study highlights the importance of perceived value as a mediator, offering actionable insights for improving customer experience in the food delivery industry.
Consumer Attitude and Intention Toward AI-Based Smart Ordering and Delivery Systems in the Fast-Food Industry Azura Abdullah Effendi; Tek Yew Lew; Wei Ning Ooi; Soak Suan P’ng; Mei Shan Poh; Puteri Balqis Binti Hamizan; Arun Singh Tomar; Daisy Mui Hung Kee
International Journal of Applied Business and International Management Vol 10, No 3 (2025): December 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v10i3.4325

Abstract

The increasing use of artificial intelligence (AI) in fast-food ordering and delivery systems has transformed service processes, yet consumer adoption remains uneven. This study examines the factors influencing consumer attitude and behavioral intention toward AI-based smart ordering and delivery systems in the fast-food industry, using McDonald’s AI-based Smart Ordering and Delivery System in Malaysia as the empirical context. Using a quantitative approach, data were collected from 150 consumers in Malaysia and analyzed using multiple regression analysis. The results show that social influence has a significant positive effect on consumer attitude (? = 0.313, p 0.001), while ease of use, enjoyment, perceived convenience, and trust do not significantly affect attitude. For behavioral intention, perceived convenience (? = 0.218, p 0.01), social influence (? = 0.291, p 0.001), and trust (? = 0.248, p 0.01) are significant predictors, whereas consumer attitude is not (? = 0.066, p 0.05). The models explain 29.8% of the variance in consumer attitude and 44.5% of the variance in behavioral intention. These findings suggest that adoption of AI-based ordering systems in fast-food contexts is driven more by social endorsement and functional considerations than by attitudinal evaluation.
Brand Awareness, Ethical Concerns, and Social Influence: Key Drivers of Boycotting Behavior Against Nestlé Rosmelisa Yusof; Azura Abdullah Effendi; Nur Qistina Diyana Binti Abdul Majid; Nur Sazlein Binti Mohd Firdaus; Nur Syafiqah Binti Muhamad Shukri; Nur Syazwani Binti Mohd Hazry; Nurdania Delylah Binti Mohd Amin; Anees Janee Ali; Daisy Mui Hung Kee
Asia Pacific Journal of Management and Education (APJME) Vol 8, No 2 (2025): July 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/apjme.v8i2.4071

Abstract

Nestlé is the world’s largest food and beverage company founded in 1866 that offer a wide range of products. Nestlé present in 190 countries around the world and its headquarters in Vevey, Switzerland. In today’s global market, there has been boycott movement of Israeli products due to Israeli-Palestinian conflict. Nestlé also affected by this boycott movement since Nestlé’s products is pro-Israel products. The purpose of this study is to examine the relationship between ethical concerns, brand awareness, social influence, and consumer willingness on moral judgement and its impact on boycotting behavior against Nestlé. Data was collected from 100 respondents from various background. Our findings shows that boycotting behavior among consumer against Nestlé significantly influenced by combinations of brand awareness, ethical concerns, social influence, and consumer willingness to boycott. Meanwhile, moral judgement acts as the mediator that links all of these factors to the decision to boycott. These findings can help Nestlé to develop appropriate strategies in addressing consumer concerns and boycotting behavior against Nestlé’s products
Consumer Boycotts and Their Impact on the Relationship Between Brand Awareness and Purchase Intentions Achbar Adi Saputra; Dwi Nita Aryani; Azura Abdullah Effendi; Virly Assa Lunsa; Xu Congbo; Chew Kah Song; Syed Noor Izhar
International Journal of Tourism and Hospitality in Asia Pasific Vol 8, No 3 (2025): October 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v8i3.4195

Abstract

The global boycott movement against pro-Zionist products has intensified as an act of solidarity, leading to a notable decline in the sales and market value of companies associated with Zionism. This research analyzed the effect of brand awareness on consumer purchase intention, with pro-Zionist product affiliation as a moderating variable. The study involved 110 respondents from Indonesia (52), Malaysia (33), and China (25). The results revealed that brand awareness had a significant positive influence on consumer purchase intention (t = 5.770; Sig. = 0.000), indicating that higher brand recognition and recall strengthen consumers’ willingness to buy. However, the moderating effect of pro-Zionist product affiliation showed a significant negative coefficient (B = -0.100; t = -4.820; Sig. = 0.000), demonstrating that boycott awareness weakens the relationship between brand awareness and purchase intention. This suggests that even when consumers are familiar with a brand, their intention to purchase declines if the brand is perceived to support Zionism. Overall, the findings confirm that while brand awareness remains a dominant factor in shaping consumer purchase decisions, political associations such as pro-Zionist affiliations can significantly reduce consumers’ willingness to buy. These results emphasize the importance of corporate neutrality and value alignment in maintaining consumer trust and loyalty.
Co-Authors Achbar Adi Saputra Anees Janee Ali Arun Singh Tomar Chew Kah Song Daisy Mui Hung Kee Daisy Mui Hung Kee Dwi Nita Aryani Gan Kia Hui Griselda Joan N Intan Azmira Binti Che Kahar Irdina Humaira Binti Mohamad Sukeri Irene Lee Xiang Ming Jasmine Wong Jia Xuan Jayaneswari A/P Vartharaju Mei Shan Poh Nur Qistina Diyana Binti Abdul Majid Nur Sazlein Binti Mohd Firdaus Nur Syafiqah Binti Muhamad Shukri Nur Syazwani Binti Mohd Hazry Nurdania Delylah Binti Mohd Amin Puteri Balqis Binti Hamizan Rosmelisa Yusof Soak Suan P’ng Syed Noor Izhar Tek Yew Lew Virly Assa Lunsa Wei Ning Ooi Xu Congbo