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International Journal of Tourism and Hospitality in Asia Pasific

IJTHAP
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Published by AIBPM Publisher

ISSN : 26858800 EISSN : 26547945 DOI : https://doi.org/10.32535/

Core Subject : Humanities,

Humanities

IJTHAP aims to enhance theoretical development in the field of hospitality and tourism. In order to promote those innovations and fresh ideas, the journal alsso accepts conceptual research, book review, as well as essays of experience belongs to hospitality practitioners. The mission of IJTHAP is to publish scholarly empirical and theoretical research articles, offering authors and readers alike a combination of academic rigor as well as professional development. We also strive to develop a community composed of professionals and experts from anywhere around the globe.

Arjuna Subject : Umum - Umum

Articles 20 Documents

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Search results for , issue "Vol 5, No 1 (2022): February 2022" : 20 Documents clear

Marketing Strategies Implemented by Hotel Industry during COVID-19 in Malaysia Nair, Rajesh Kumar; P.V, Ranjith; Azlan, Siti Hajar; Kee, Daisy Mui Hung; Sazali, Shazwanie Amat; Rahmat, Siti Nadiah; Munusamy, Shopanadevi; Ingole, Tejashree
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

The emergence of a new strain of virus named the Coronavirus or Covid-19 in short has impacted all countries around the globe. In Malaysia, a restricted movement order has been introduced by the government since March 2020 in the hope of suppressing the wild spread of the virus. Thus, any traveling between different states has been put on hold. With this, the tourism industry has been tremendously affected, and the hotel industry is one of them. Consequently, the hotel industry is forced to develop new marketing strategies that would provide a helping hand in sustaining their business. The creative and innovative ideas that resulted from the initiative ranges from offering sweet deal packages revolving around the concept of working from home and staycation offers aside from the surprising involvement in the food delivering industry allowing the general crowd. A study has been conducted revolving around the hotel establishment in Malaysia to provide insights on the marketing strategies implemented by them throughout the pandemic period. This study highlighted the variety of marketing strategies adopted by the establishments.

Are You a Satisfied Customer at Aeon? A Case Study in Malaysia Kee, Daisy Mui Hung; Chze, Foo Mei; Ayuni, Farhana; Najwa, Fatin; Nadia, Farah; Yadav, Sneh; Das, Abhijit
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

Due to many global marketers and global brands, retailers face many challenges. With increased competition in the retailing industry, customers typically have more retail options to choose from. As a result, retailers seek efficient ways to fulfill and meet their consumers' needs and demands. This paper aims to investigate if service quality, perceived trust, perceived convenience, and product price significantly correlate with customer satisfaction. This paper also examines if customer satisfaction leads to behavioral intention. A total of 150 Aeon customers participated in an online survey via Google Forms. This data was analyzed using SPSS. This finding revealed that service quality, perceived trust, perceived convenience, and product price have a significant relationship with customer satisfaction. The researchers also found that customer satisfaction is strongly associated with behavioral intention. The findings show that the necessity of service quality, trust, convenience, and product price were good predictors of customer satisfaction, which in turn may lead to behavioral intention. The findings provide new insights on customer satisfaction towards Aeon Malaysia.

The Effect of Service Quality, Price Perception and Trust on Parents Satisfaction at Kartika Mandala Kindergarten in Denpasar Arigata, I Made Dipa; Anggraini, Ni Putu Nita; Ribek, Pande Ketut
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

Kindergarten as an educational institution that develops early childhood skills, must pay attention to the satisfaction of parents who send their children to Kartika Mandala Kindergarten. Because parents' satisfaction with the results of education in kindergarten as a provider of educational services will later determine the number of new student admissions. The purpose of this study is to examine and attain the effect of service quality, price perception, and trust on the satisfaction of parents of students at Kartika Mandala Kindergarten Denpasar. The population in this study was parents of students at Kartika Mandala Kindergarten in the last 5 years, from 2016 to 2020 a total of 277 students. The sampling technique used proportionate stratified random sampling so that 56 people were used as samples. The researchers used multiple linear analysis, classical assumption test, t-test, and F test. Later, it is found that service quality, price perception, and trust positively and significantly affect the satisfaction of parents of students at Kartika Mandala Kindergarten Denpasar. It is recommended to Kartika Mandala Kindergarten Denpasar to further improve the handling of complaints from parents of students, which can be used as input and suggestions to realize better services in the future.

Service Quality of Government Institution and Its Influence on Public Satisfaction (Study in Regency/City Government of North Sulawesi) Gamaliel, Hendrik; Kalangi, Lintje; Warongan, Jessy
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

This study aims to empirically examine the influences of the service quality of government institutions on public satisfaction and the degree of influences of service quality among regencies/cities in the North Sulawesi Province. This study focuses on the performance measurement of One-Stop Integrated Service and Investment Service. Respondents of this research are a community in four regencies/cities in the province of North Sulawesi that is Manado City, Bitung City, Bolaang Mongondow Regency, and Kotamobagu City. The respondents are those who have experienced the services provided by One-Stop Integrated Service and Investment Service institutions in those regencies/cities. This study uses a survey method that distributes questionnaires to each region. The data analysis method uses multiple linear regression analyses. The results show that of the 6 (six) hypotheses, 5 (five) hypotheses were supported and 1 (one) hypothesis was not supported. Supported hypotheses are 1, 2, 3, 4, and 5 hypotheses. Meanwhile, the 6 hypotheses are not supported.

Effect of Service Quality and Customer Satisfaction on Customer Loyalty: A case study of Starbucks in Malaysia Pérez-Morón, James; Madan, Sahana; Cheu, Jin Yin; Kee, Daisy Mui Hung; Cheong, Li Chiy; Chin, Roger; Cheng, Jie; García, Angela Patricia Muñoz
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

In today's highly competitive business world, practically all organizations recognize that high service quality is a critical weapon for gaining a competitive advantage. A business with high service quality will guarantee a high level of customer satisfaction and build customer loyalty. In this paper, the researchers aim to investigate how service quality and customer satisfaction influenced customer loyalty of Starbucks in Malaysia. Furthermore, this research adopts a questionnaire-based survey. A total of 100 observations were obtained and the gathered data were analyzed using SPSS. Besides, this study has offered new insights and suggested practical actions which aim to improve service quality, increase customer satisfaction and retain and create customer loyalty in the fast-food industry.

A Study on Factors Affecting Customer Satisfaction at McDonald’s Restaurants Rumagit, Merry C. N.; Song, Ng Hee; Farzana, Anis; Kee, Daisy Mui Hung; Annaletchumi, Annaletchumi; Zuraya, Anis; Sofea, Anis; Nathania, Nathania
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

The objective of this paper is to examine the relationship between services quality, food quality, information quality, personnel quality, timeliness and cleanliness, and customer satisfaction. Customer satisfaction is crucial to the success of the business. This paper shows a discussion on how McDonald’s employees give their best when serving customers. It is widely acknowledged that McDonald’s is a well-known fast-food brand for the food & beverages industry. By focusing on the six factors, McDonald’s can ensure a high level of customer satisfaction which can lead to customer loyalty. This paper proposes a theoretical framework for this research. This paper uses a quantitative method to survey customer perception. It is expected that the six factors will significantly affect customer satisfaction.

Impact of Covid-19 Pandemic on DHL Delivery Service Baliyan, Meenu; Gupta, Shashi; Yinjin, Janice Loh; Kee, Daisy Mui Hung; Binti Abu Habsah, Intan Lyana; Zetian, He; Ke, He; Aggarwal, Juhi
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

The COVID-19 pandemic lockdown in the entire world has significantly affected shopping behavior. This study has tried to survey the delivery services provided by DHL which is a world-leading logistics company that provides services from domestic and international parcel delivery. The COVID-19 pandemic has spiked demand for DHL e-commerce and warehouse space due to abnormality within the global supply chain and ensures non-interruption of production. This paper aims to analyze the impact of the COVID-19 pandemic on the DHL Delivery Service. This research would be conducted by gathering secondary data from DHL’s website and several statistical findings. Besides, quantitative analysis researchers would be using primary data. Further study will be carried out by collecting primary data through a questionnaire. A questionnaire survey among e-commerce customers towards their experiences will be used for data collection with an online survey. Researchers tried to reveal the delivery company services. This study provides DHL with valuable insights and guidance on the impact of the COVID-19 pandemic, leading to improved consumer intention.

Contributing Factors to Customer Satisfaction during the Pandemic: A Study of Foodpanda of Malaysia and Nigeria Kee, Daisy Mui Hung; Veeraselvam, Vinosha Rai A/P; Vayapuri, Vanishaa A/P; Aisyah, Ummie; A'ishah, Tuan Amelin; Enakhifo, Ernestina; Edeh, Friday Ogbu
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

The study on Foodpanda, an online food and grocery service app, examines the contributing factors leading to customer satisfaction during the global pandemic. As the new norms such as social distancing increased the demand for food delivery, The study examines the relationship between service quality, product information quality, the convenience of use, and customer satisfaction. A total of 102 Foodpanda users completed the online survey questionnaires. The findings revealed that convenience of use and product information quality hold the highest percentage in the contribution to customer satisfaction. The implication and recommendations are presented.

A Study on Consumer Satisfaction with Respect to Samsung Gadgets Ganatra, Varsha; Aryani, Dwi Nita; binti Abd. Rahman, Nur Insyirah; Kee, Daisy Mui Hung; binti Fadzil, Nur Farra Diana; binti Hassan, Nur Iffah Atirah; binti Esa, Nur Khadijah; Mamtani, Meghna
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

This study investigates the level of customer satisfaction with the use of Samsung gadgets, the aspects of Samsung gadgets that are most satisfying, and the differences in customer satisfaction levels based on demographics. The data for this research was obtained from 134 respondents by primary study through a questionnaire survey made for Samsung consumers to know the level of consumer satisfaction on the use of Samsung gadgets. The data were then gathered, reviewed, and classified according to the research questions and objectives stated. Tables were used to present quantitative data whereas qualitative data were present narratively. These findings indicate that the aspect that most consumers are satisfied with is the Samsung gadgets' quality.

Analysis of the Shopee’s Strategies to Succeed in the Global E-commerce Market: Malaysia Case Madan, Sahana; Pérez-Morón, James; Chua, Xin Nee; Kee, Daisy Mui Hung; Chua, Joeanne; Chua, Ken Zie; Chuah, Yi Wen; Vidal, Luis David Santodomingo
International Journal of Tourism and Hospitality in Asia Pasific Vol 5, No 1 (2022): February 2022
Publisher : AIBPM Publisher

This study examines the strategies that influence consumer loyalty and buying intentions on the Shopee e-platform. Due to the rapid growth of e-commerce platforms worldwide, the researchers would like to know if this makes it difficult for Shopee to maintain customer loyalty in Malaysia. To maintain a successful existence in the global electronics market, Shopee developed integrated marketing communications, categorize the competitors, and leveraged AI and data. In this study, a total of 100 respondents from Malaysia responded to this survey. The data is collected via a survey questionnaire. The findings revealed that consumer behavior and experience, consumer convenience, and consumer trust have positively related to the customer satisfaction and purchase intent towards Shopee. Not only does this research provide Shopee with valuable guidance and insights on how customers perceive Shopee, resulting in increased customer satisfaction but also this research illustrates that Shopee has the potential to develop its prospects and strategies to succeed in the global e-commerce market.

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Editorial Team

Contact

Reviewer

Google Scholar

Contact Name
Ira Kristiana

Contact Email
journal.ijthap@gmail.com

Phone
+62341366222

Journal Mail Official
journal.ijthap@gmail.com

Editorial Address
Jl. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia

Location
Kab. malang,

Jawa timur

INDONESIA

Abstract

Abstract

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Home Page

OAI Link

Editorial Team

Contact

Reviewer

Google Scholar

Contact Name Ira Kristiana

Contact Email journal.ijthap@gmail.com

Phone +62341366222

Journal Mail Official journal.ijthap@gmail.com

Editorial Address Jl. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia

Location Kab. malang, Jawa timur INDONESIA

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Abstract

Contact Name
Ira Kristiana

Contact Email
journal.ijthap@gmail.com

Phone
+62341366222

Journal Mail Official
journal.ijthap@gmail.com

Editorial Address
Jl. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia

Location
Kab. malang,

Jawa timur

INDONESIA