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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 20 Documents
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Search results for , issue "Vol 6, No 3 (2023): October 2023" : 20 Documents clear
A Study on Customer Satisfaction of AirAsia Berhad Teoh, Kok Ban; Gan, Kia Hui; Darishini, Letchumunen; Umamageswari, Umamageswari; Neoh, Kah Yong; Jivega, Nadarajah; Low, Yen Ling; Lu, Shuang; Mah, Ehy Tarh; Ma, Yan Qi
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2170

Abstract

This study explores customer satisfaction in the context of AirAsia Berhad, a prominent low-cost airline. It focuses on three key dimensions: tangible, assurance, and responsiveness. The research reveals that tangible factors, such as the physical aspects of service, significantly influence customer satisfaction. Assurance, which encompasses competence, courtesy, and reliability, also plays a crucial role in keeping customers content. Moreover, responsiveness, or the airline's ability to deliver prompt and efficient service, enhances overall satisfaction. Understanding these dimensions is vital for AirAsia and similar airlines, as addressing them can meet customer expectations, foster loyalty, and improve overall performance. This research offers insights into the complex relationship between service quality and customer satisfaction in the airline industry, guiding strategies for enhancing the passenger experience. 
Sustainability in the Food and Beverage Industry: A Comparative Study of Malaysia, India, and Indonesia Kee, Daisy Mui Hung; Lee, Jerome Vui Khiong; Binti Azlan, Izza Yasmin Adriana; Subramaniam, Jeevasriirubini A/P; Koay, Jocelyn Chia Wen; Putri, Ayu Melissa; Asthana, Ritanshi; Shrivastava, Kshitiz; Beg, Ashiza
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2591

Abstract

This study presents a comparative study on sustainability practices in the food and beverage (F&B) industry of three Southeast Asian countries: Malaysia, India, and Indonesia. Sustainability in the F&B industry of a country has gained wide concern due to the growing environmental, social and economic impact. This study aims to examine whether the consumers’ awareness and knowledge and consumers’ attitudes will influence the sustainability practices implemented by three different countries as well as to compare the sustainable practices in the F&B industry across countries. Data was collected through a Google Forms survey with a sample size of 150 respondents. This paper will also study the other factors contributing to the implementation of sustainability practices in Malaysia, India and Indonesia. The findings of this study revealed that the consumers’ awareness and knowledge, attitude and other factors contributing to sustainability are collectively mediated by the implementation and promotion of sustainable practices in the F&B industry. However, adopting sustainable practices varies across countries due to the complex relationship of those variables.
Does The Pandemic Have an Impact on Consumer Behavior in Malaysia? Khor, Xin Yun; Kh'ng, Hong Liang; Maran, Kirthiga A/P; Khairunnisa, Khairunnisa; Qureshi, Faika
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.1887

Abstract

Due to travel restrictions and social distancing, people migrate to online platforms. The Covid-19 pandemic has prompted Malaysians to shop online instead of going to the store daily. This study investigates how Covid-19 affects customer behavior in Malaysia, where some indicators reveal a shift to online shopping during the pandemic. This study employed a survey research design. We tested hypotheses using SPSS. A total of 200 respondents participated in this survey. The data were analyzed with descriptive statistics and inferential statistics. The finding revealed that price, convenience, and service quality could directly affect customer behavioral intention. We also found that online trustworthiness and perceived trust can impact customer satisfaction. Recommendations for the retail industry in Malaysia to sustain its business model for the future are presented.Keywords: Consumer behavior, Retail industry, Online shopping, Malaysia, Covid-19 Pandemic
Assessing the Effects of the COVID-19 Pandemic on the Aviation Sector and Exploring Strategies for Industry Recovery Hasaneya, Roba; Mohammed, Khadija; Shankar, Swathi; Fernando, Ignatius; Sonambekar, Chaitanya; Garg, Nikita
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2168

Abstract

One of the most impacted industries among all, is the Airlines industry. Airlines need to study the consequences of a pandemic, what is important is that they adapt to the uncertainty and complex changes. Companies must understand how to manage their capabilities, strategy, mission, and vision, with a fast and changing environment. Each airline can get the benefit of having a low-cost strategy and use the cargo shipment strategy that makes it easy to ship different products. Basically, reaching efficiency and effectiveness to lead the uncertain changes. For the research report it considers the highly affected industry in covid era. Qatar airways operated in a high premium business model but in covid times, demand of the luxury segment got affected. Indigo does their business mainly in India, so they are the worst hit in these times since India shows the second highest number of covid cases in the world. Due to the resurgence of Covid-19, Cathay Pacific have struggled with staff rostering due to Hong Kong’s strict quarantine rules.
Factors Influencing Customer Satisfaction? A Case Study of Watson’s Personal Care Store in Malaysia Utama, Anak Agung Gde Satia; Balqis, Alia; Damia, Amalia; Aiman, Amir; Suvarie, Andrea; Hilmin, Siti Nur
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.1876

Abstract

Watson’s Personal Care Store is Asia's top health and beauty retailer since 1828 which strives to satisfy customers' expectations through marketing strategies, a wide selection of high- quality products at excellent value and an interesting customer experience. Approximately three billion customers shop both in stores and online every year. To remain competitive in the retail business, Watsons is constantly seeking efficient ways to satisfy customers' needs while also overcoming the growing competition's challenges. This study's objective is to determine whether service quality, perceived trust, perceived convenience, and product pricing have a significant correlation with customer satisfaction, which may lead to customer loyalty. This research will examine approximately 150 Watson’s customers from Malaysia. The respondents were asked to answer a questionnaire via Google Form that researchers have spread through online platforms. SPSS was used to analyze our data. Once the data has been collected the results from the respondents were expected that service quality does affect customer loyalty and satisfaction. Our results indicate that service quality, perceived trust, perceived convenience, and product pricing have a significant relationship with customer satisfaction. Additionally, we discovered that customer satisfaction has an approximately complete mediating effect on customer loyalty. The findings will reveal new perspectives on customer satisfaction of Watson’s Personal Care Store.
How Service Quality Influence Customer Satisfaction: A Case Study of Starbucks in Malaysia Yahui, Luo; Siwen, Chen; Binti Ahmad Anis, Nur Shafinaz; Guodong, Sun; Yuanhao, Guan; Hung, Daisy Kee Mui; A., Azmi N.
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2173

Abstract

The purpose of this study is to examine how service quality in Starbucks influences customer satisfaction and loyalty towards Starbucks coffee products. Services usually related to the food and beverages industry, mainly cafes and restaurants. The quality of service provided by café services is an idea that is always used by customers in evaluating the quality of that café, and quality and taste of the food or beverages. The services provided by the company throughout the years have always called attention to the public as consumers. The respondents for this case study are the customers of Starbucks Malaysia. This report reveals the relationship between types of service quality of Starbucks and how customers get satisfied by it. From this study, it was found that the quality of service has a huge impact on customer satisfaction which most customers prefer a high-quality service. High quality service will increase customer loyalty. Besides that, high satisfaction increases customer loyalty which indicates satisfied customers definitely affect the loyalty of customers. It is suggested that the attitude of employees should be managed and trained well. For the management department, the supervision and evaluation of catering service quality and after-sales work must be strengthened.
Aviation Industry and Covid-19: New Normal in the Pandemic Era, the Experience of Passenger, Post-Pandemic Traveling, and Long-term Impact on the Airlines S., Bharatish; Rosmi, Nur Shazwanni; Syabani, Nur; Hasnuddin, Nur Syafiqah; Syahieera, Nur
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.1533

Abstract

The Covid-19 pandemic is currently ravaging the entire world and the aviation industry is one of the hardest hit industries. This paper aims to analyze and understand the change in consumers behavior with regards to the aviation industry due to the Covid-19 pandemic. A questionnaire was administered to 100 respondents to glean insights into passenger preferences and travel decisions. The results reveal a strong willingness among respondents to travel when a cure for COVID-19 becomes available, emphasizing the crucial role of medical solutions in boosting passenger confidence. Additionally, the importance of low COVID-19 case counts at destinations and the tension between safety measures and passenger freedom is evident. Moreover, the research highlights the value passengers place on convenience and adaptability, as well as their evolving expectations regarding personal space and hygiene. These findings provide comprehensive insights into the complex dynamics of passenger behavior and satisfaction within the aviation industry during the pandemic, offering valuable reference points for industry stakeholders and policymakers.
Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty at KFC in South and Southeast Asia Lin, Dr. Jocelyn Lee Jia; Ling, Dr. Hui Lim; Liem, Dr. Gai Sin; Batul, Ms. Atiba; Binti Shamsudin, Nur Adnin Shazlyana; Binti Zainal Abidin, Nur Afifah; Bt. Mohd. Farid, Nur Aina Arisya; Binti Mohd. Shuhaimi, Nur Alya Umairah; Kurniawan, Egananda; Dutta, Deepjyoti; Hasani, Bhavesh K.
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2593

Abstract

Kentucky Fried Chicken (KFC) is the world’s well-known global brand of fast food that has more than 26,000 restaurants in over 150 countries and territories around the world. Due to Its cheapness, quickness, and convenience, it has always become a global favorite meal for many people. However, the quality of services also plays an important role in KFC’s success as they apply customer-oriented services. Their empathy and reliability towards their products and services give many reviews on the internet. Although there are many top brands in the fast-food industry, KFC has succeeded in quickly developing its business as they are constantly expanding throughout the world. Therefore, their success raises an issue of how they maintain their customer’s loyalty. To better understand this research, an online survey has been created to collect the data needed. This survey involves 100 participants from Malaysia, Indonesia, and India through a questionnaire in a Google Form. The quantitative method was used with random sampling. The data were utilized with the regression test, one sample t-test, and f-test. Based on the findings, KFC's service quality has a favorable impact on customer loyalty in each country.
The Study of Covid-19 Impact on Four Season Resort, Langkawi Malaysia Teoh, Kok Ban; Pérez, Camilo; Shaikh, Sanowar; Muthraj, Roshni Guru; Fen, Khow Pei; Xuan, Lim Ee
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.1901

Abstract

The Covid 19 outbreak is spreading across the globe, affecting the health of thousands people and creating shocks in almost all industries due to restrictions and policies to work from home (self-quarantine) to break the chain of virus spread. The consequences of steps taken by the countries of the world to curb the pandemic have a huge impact on the global economy. Four Season Resort Langkawi Malaysia is an international luxury hotel and resort. However, the Covid 19 pandemic has had a negative impact on the sustainability of this industry.  Therefore, this study aims to understand the performance and investigate the problem faced by Four Season Resort Langkawi Malaysia. 
Exploring Customer Views on Digitalized vs. Traditional Restaurants: A Study in the Restaurant Industry Rahim, Noor Fareen Abdul; Sabeh, Hala Najwan; Binti Ahmad Zaky, Itqan Darwisyah; Naidu, Hemaram Naidu A/L Ramu; Heng, Bee Yen; Laili, Anivia Fatma; Trisnawati, Annisa Bela Ayu; Andrasiuk, Ryhor; Bukhovetskaya, Valeria; Kee, Daisy Mui Hung
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 3 (2023): October 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.2592

Abstract

The restaurant industry has grown widely, not only for local food but for various types of food from other countries. With the fast pace of the technological revolution, the restaurant industry must also keep up with this revolution to remain relevant. Hence, there is the introduction of digitalized restaurants in this industry that have a great debate with traditional restaurants. The main objective of this study is to explore and analyze customer perceptions and views regarding digitalized restaurants compared to traditional restaurants. This study would also help the restaurant industry transform into digitalization that corresponds with customers' views. For research purposes, data collection from a sample of customers who have recently dined in both types of restaurants by conducting a questionnaire targeting at least 100 respondents would be conducted. The questionnaire will focus on gathering data related to customers' perspectives and satisfaction and examining the variables of efficiency and effectiveness and perceived benefits such as convenience, visuals, time consumption, customization, loyalty and rewards programs, and digital feedback. This data would be further analyzed using Statistical Package for the Social Sciences (SPSS). The expected outcome of this study is to provide the restaurant industry with valuable knowledge regarding consumer preferences for digitalized or traditional restaurants. Besides, this study would benefit the restaurant industry in transforming digitalized based on consumers' perceptions and views.

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