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International Journal of Tourism and Hospitality in Asia Pasific
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 21 Documents
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Search results for , issue "Vol 6, No 2 (2023): June 2023" : 21 Documents clear
Customer Satisfaction on How McDonald's Performs on Post-Pandemic Oh, Zi Jian; Liem, Gai Sin; Han, Liew Chu; Xing, Liew Qiad; Yie, Liew Qian; Kang, Lim Boon; Rania, Hasna; Bahari, M. Hendis Mulya; Ainurridho, Dhani; Daifullah, Doly Difa
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2372

Abstract

The Covid-19 has driven the entire planet to a dangerous tipping point, and no one is spared from this crisis, including our nation, Malaysia. Malaysia imposed the movement control order (MCO) on March 18, 2020, to blunt the exponential rise of Covid-19 cases and transition to the endemic phase of the Covid-19 pandemic on April 1, 2022. On account of that, this paper identifies customer satisfaction in the ways (social distancing, use of masks and hand sanitizers, contactless and cashless system, hygiene and cleanliness, and checking body temperature) McDonald’s adopted in Malaysia to surmount the outbreak of Covid-19. The researchers have collected primary data via Google Forms, with 150 participants partaking in this survey, and secondary data from different sources to conduct a deeper study on the research topic. Therein, this paper can enhance the understanding of how McDonald's performed post-pandemic. The researchers have used the IBM SPSS Statistic software to analyze the data collected. Overall, researchers find that most customers are satisfied with the measures taken by McDonald’s to combat Covid-19
Contributing Factors to Customers Loyalty in Gadgets A Study on Apple Brand Yusof, Rosmelisa; Huei, Lok Yee; Adnan, Nur Aisya; Jefry, Nur Aliah Ilyana; Syuhaimi, Nur Aliana Sofea; Marzuki, Nur Alieza Natasha; Fasya, Nilna Iffa Afifatia; Tsabita, Naura Nuhaa
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2344

Abstract

Apple is a well-known technology corporation globally and one of the most valuable brands in 2020. Apple Inc. is a company that designs, develops, and distributes mobile communication and media players, PCs, and portable digital music players. Apple's products include iPhones, iPads, Macs, and iPods.In Malaysia, most university students choose to utilize Apple devices for their studies.This research examines why most students prefer Apple products in their daily lives. This research will also examine customer satisfaction, product quality, and other aspects and attitudes that impact customers' loyalty to Apple products. The data was acquired through monitoring and surveying students at University Sains Malaysia. This paper's analysis approach compares theory to observation and survey data.
No quarantine, is it safe to travel? Susilowati, Christin; Anggraeni, Rila; Rohman, Fatchur
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2330

Abstract

ABSTRACTOne of the sectors most affected by the Covid-19 pandemic is tourism, especially because of the quarantine policy. The quarantine policy is considered an effective strategy to prevent and control the transmission of COVID-19. Quarantine refers to efforts to identify exposure to Covid-19 in a person by segregating and restricting movement. The public hope that the tourism sector will soon improve with the elimination of the quarantine policy. The removal of the quarantine policy as a form of leeway is considered to be able to increase people's intention to travel and boost economic recovery. However, some experts argue that this policy is less effective because people still have concerns over the unexpected emergence of new variants of Covid-19. This explanatory study aims to analyze the perception of quarantine elimination effect on attitude and travel intentions. The study used a survey as the data collection method. The results showed that perceived risk negatively affects tourists' attitudes toward quarantine elimination policies and travel intentions. The tourism provider need to comprehend tourist perceived risk and capable to give valuable information to reduce the risk perception.
Marketing Strategies in Delivering Customer Satisfaction: A case study of Nestlé Chang, Poh Lin; Chang, Ying Ying; Chinnappan, Celine Cassandra A/P; Chai, Ming Hao; Ladeuth, Luisa María Arrieta
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2321

Abstract

The success of a business depends on its use of marketing methods. Nestlé will always be prepared with comprehensive strategies to open a broader market to obtain customer satisfaction. This research aims to investigate the relationship between 4Ps marketing strategies including product, price, place, and promotion strategy with customer’ satisfaction. A total number of one hundred and sixty respondents who are Nestlé users participated in the survey to acknowledge whether those marketing strategies significantly affect customer satisfaction. Multiple linear regression was used to conduct hypothesis tests. The findings reveal that all elements of marketing strategies were significantly related to customer satisfaction. This research will provide some suggestions to increase Nestlé 's reputation and their customer satisfaction.
Are You Satisfied With Shopee? A Study of Customer Satisfaction Towards Shopee Kee, Daisy Mui Hung; Wawi, Mohamad Haniff Hilman; Zohri, Mohd Hidayat Ahmad; Mok, Hui Xin; Mok, Man Nee; Rafif, Muhammad Ilham; Lutfiani, Lina Silvia; Hafizh, Ubaidillah; Priyambodo, Haryo Gilar
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2342

Abstract

Shopee is an e-commerce business that was launched in 2015. As of 2021, Shopee is regarded as Southeast Asia's largest e-commerce platform. In just a few years, Shopee has leveraged its strong competitive advantage to aggressively expand its presence in Southeast Asia and achieve a leading position in the highly competitive e-commerce space. Regarding total time spent in the app and monthly active users, the Shopee app is constantly ranked as the top app in the shopping category in Southeast Asia. This study seeks to ascertain the factors that affect customer satisfaction towards Shopee. Data were collected using an online survey. A total of two hundred respondents participated in the survey through Google Forms. The results revealed that most customers are satisfied with Shopee from the aspects of perceived usefulness, perceived benefits, perceived convenience as well as perceived trust. For instance, the findings of this study suggest that the factors such as perceived benefits and perceived trust have the most significant influence on customer satisfaction with Shopee. This study has brought valuable feedback and insights from Shopee's customers. It also enables Shopee to identify shortcomings and provide better services to customers in the future to improve customer satisfaction.
Rethinking Customer Experience in Post-Pandemic Era A Case Study of J and T Express Binti Jais, Nur A’rifah; Binti Mohd Dahari, Noor Naidatul Natasya; Binti Ahmad Fikri, Nur Adila; Binti Remli, Normashitah; Setya Putra, Hendrawan Purnama
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2320

Abstract

In logistics management, customer satisfaction is the crucial factor in providing service quality. J&T Express has proven to be successful and very influential in providing its customer services. While constant innovation is essential to providing better services to consumers. The purpose of this research is to identify the distinguished services offered and ways that customers derived their satisfaction during this pandemic. The covid-19 pandemic has brought massive changes in the way J&T Express offered its services as we can see that today's society makes extensive use of internet transactions and courier services. This is due to the existing state of affairs, which is plagued by pandemics. As a result, numerous services will play a part in ensuring that clients receive high-quality services post-pandemic. This research paper will focus on identifying the factors that influence customer satisfaction in using J&T delivery service. A structured questionnaire & survey will be conducted to gather customers’ responses in Malaysia and Indonesia. The study will highlight aspects to provide a different perspective and greater customer satisfaction during and post-pandemic covid-19. The survey data will help to analyse and suggest new ways of creating customer experiences.
The Influence of Customer Satisfaction, brand trust and Brand Loyalty on Purchase Intention: A Study of McDonald’s in Malaysia Kee, Daisy Mui Hung; Sin, Liem Gai; Yuan, Neo Zhan; Ni, Nelly Lau Yenn; Wen, Ng Kar; Fang, Ng Suk; Rayhan, Muhammad; Ali, Muhammad Hasyir; Yose, Joseph Willy; Muhsyi, Ufairoh Aqilah
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2343

Abstract

Customer satisfaction is crucial to the success of any business.It has been studied in the fields of business and marketing since the 1970s. When customers are satisfied, brand loyalty is immediately involved. As a result, brand loyalty has received a lot of attention in recent decades. McDonald's is the world's leading fast service restaurant, with over 36,000 outlets worldwide and more than 70 million customers served daily in more than 100 countries. Every month, McDonald's serves approximately 13.5 million customers in over 320 stores in Malaysia. The company's performance is strongly related to its high levels of brand loyalty and customer satisfaction. This paper aims to examine how customer satisfaction, brand trust and brand loyalty may influence the purchase intention of McDonald in Malaysia. We applied SPSS to test hypotheses, and 150 McDonald's customers engaged in a Google form-based online survey. The findings reveal that customer satisfaction, brand trust and brand loyalty influence McDonald's customers purchasing intentions. Recommendations and implications were discussed.
Factors that Influence University Students toward Customer Satisfaction and Customer Loyalty at Starbucks in Malaysia Oh, Zi Jian; Lew, Tek Yew; Teik, Saw Wei; Elangoh, Sarveena A/P; Shen, Ze Bin; Shoo, Yee Wen; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2327

Abstract

Malaysians are among Starbucks' most devoted customers. Customer satisfaction may appear to be an elusive term that is impossible to track. Yet, some factors influence whether customers are happy, and a variety of measurement tools consistently evaluate customer satisfaction and loyalty to Starbucks. This study examines the factors influencing customer satisfaction and customer loyalty at Starbucks in Malaysia. In this study, data was gathered using internet sources and questionnaires. This survey included a total of 150 university students who had visited Starbucks. Descriptive statistics and inferential statistics were used to analyze the data. This study's findings are expected to suggest the essential qualities to emulate and increase customer satisfaction and loyalty.
Espresso Yourself: Are You A Coffeeholic? A Study of Customers Satisfaction on Costa Coffee in Malaysia Ibrahim, Haslindar; Tunde, Odebunmi Abayomi; Abdul Hamid, Nur Amisha Nadia; Mahadir, Nur Anisa Najwa; Wahi Anuar, Nur Aqwa Badrisyia; Azamuddin, Nur Azera; Abimanyu, Naufal; Nisak, Nur Alifatun; Shinde, Ankita Sambhaji; Priyanka, Kanisetty
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2345

Abstract

Bringing to you London’s favourite coffee in Malaysia! The story began when the Costa brothers, Sergio and Bruno, decided to make a great cup of coffee as a part of everyday life in London. The impact of Covid- 19 has affected the entire world and the reliance on Costa Coffee apps has been doubled. Hence, the objective of this research paper is to study the satisfaction levels of customers from purchasing an espresso in the well- known cafe store, Costa Coffee. This study also aims to examine which factors that affect the customers’ satisfaction to snap up a specialty hand- crafted brew on Costa Coffee in Malaysia. Thus, the researchers also collected the data using a structured questionnaire survey and a sample of 150 Costa Coffee’s customers from Malaysia. The findings show that product quality, service quality, purchase intention and strategic location affecting the customers’ satisfaction of Costa Coffee. Overall, the data and results illustrates new insights and the claims of Costa Coffee regarding customers’ satisfaction that can help the company’s performance in the future.
I am proud working in McDonald’s: Are you a satisfied and loyal employee? Herng, Law Lih; Balaraman, Lavhinesh A/L; Ceng, Lee Chiew; Lin, Lee Hui; Rahmasari, Erika Dwi Amelia; Ramadhani, Fadhila Puput; Srivastava, Shweta; Sharma, Juhi; Yusof, Rosmelisa
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 2 (2023): June 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i2.2328

Abstract

One of the top fast-food restaurants in the world, McDonald's has more than 36,000 locations across the globe. In Malaysia, there are more than 320 branches country wide and they employ over 15000 employees around the country, supplying career, and development opportunities. This study aims to focus on how satisfied the employees are with their job and their loyalty towards the fast-food joint. Moreover, this study will also explain how the job satisfaction of the employees has a crucial part in shaping the employees' loyalty towards their workplace. For this study, we have surveyed the employees of five different McDonald’s branches in Malaysia and Indonesia, namely McDonald’s Kulim, McDonald’s Alma, McDonald’s E-Gate, McDonald’s Lowokwaru, and McDonald’s Darmo. Online surveys help to collect a huge amount of data while interviews provide deep and clear opinions and feelings of the employees. McDonald’s is familiar to many people. When McDonald’s understands and learns more about the employees’ satisfaction and loyalty, it is able to provide better service to the customers. As a customer, we can gain higher satisfaction.

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