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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 325 Documents
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Improving Performance Services for Customer Satisfaction: A Case Study of Kentucky Fried Chicken Lew, Tek Yew; Paul, Gadi Dung; Azmi, Nurul Atikah Binti; Suimi, Nursyahidah Binti Ahmad; Azhar, Nurul Hanisah Binti; Rozaidi, Nurul Irdina Binti; Indrastata, Daiva Fifqi; Maulana, Erika
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2197

Abstract

From 2020 to 2021, many KFC outlets are going into liquidation, because the companyhas suffered losses to the point where they cannot pay their obligations. Apart from the impact of the pandemic, the increasing number of competitors in the fast-food sector is also the cause of the decline in KFC's business. To survive, KFC must have service performance that can increase customer satisfaction, so that customers continue to choose KFC as a place to fulfill their desires. KFC in Sungai Dua, Gelugor,  Penang is the subject of this investigation. In conclusion, this study aims to examine customer satisfaction, happiness towards ambiance of perceived price, food quality, service quality, and physical environment quality, also to examine related services designed to meet customer needs. The atmosphere of the facilities, quality of service, quality of food, are important efforts to meet all the needs and desires of consumers and meet consumer expectations so that their business can continue to run and survive among its competitors. For KFC companies, we can find out the problems they have by using a survey method through questionnaires distributed to KFC customers which contain their satisfaction with service performance at KFC and what are the shortcomings that need to be improved from the services provided.
A Study On The Key Factors That Lead To Customer Satisfaction In Automobile Industry: A Case Of Perodua Jannah, Nur Aneesa; Aqilah, Nur; Atifah, Nur; Hadfini, Nur Diyana; Varghese, Sneha
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2171

Abstract

The Perusahaan Otomobil Kedua Sendirian Berhad (Perodua) is Malaysia's largest car Manufacturer. Perodua was established in 1992 with its headquarters' office located in Rawang, Selangor and currently it has over 200 outlets in Malaysia. Perodua's mission is to provide Malaysians with total mobility through practical and high-value goods and services offered with the utmost care. In the very competitive auto market, manufacturers seek out features for their new models that will help them stand out from their competitors. In 2019, Perodua had recorded the highest market share which is 40% for Malaysian vehicle market. The objective of this research is to analyze the factors that leads customers to feel satisfied with their purchasing from Perodua. A questionnaire would be carried out using a google form to a total of 100 respondents for a data collection. This research finding find out that vehicles' appearances, standing charges and resale value related with customer satisfaction while safety features did not significantly relate with customer satisfaction. The other aim of this research would be to recognize the current degree of consumer loyalty, to distinguish the connection between factors and ultimately to give suggestions/recommendations on the products improvement.
Are You A Shopaholic? A Case Study of Customer Satisfaction of Shopee Huei, Lok Yee; Ling, Lim Hui; Ibrahim, Najwa Irdina Binti; Sarudin, Muhammad Talhah Bin; Halim, Nabila Husna Binti Abdul; Shahaidil, Nawal Nadiah Binti Md; Permana, Michael Aditya Surya; Ramekar, Bhushan Arun; Aradhya, BN Nishchith
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2198

Abstract

Online shopping or called e-shopping is the place for everyone to purchase goods or services via an application provided or through a web browser over the Internet. One of the biggest e-commerce sites in Southeast Asia, Shopee has locations around the globe, including Malaysia, Indonesia, Taiwan, Thailand, Vietnam, and Singapore. It is an online application where everyone can buy and sell goods easily with just one click on their smartphone. This case study examines the significant factors toward customers’ satisfaction with using Shopee in Malaysia. In this case study, the researchers use a questionnaire survey to accumulate information from 100 customers of the Shopee application to know deeper about their satisfaction with using Shopee for online purchases in Malaysia. The findings show that promotion strategy, service quality, and product variety, affecting the customers’ satisfaction of Shopee. The results provide new insights into customers’ satisfaction that can help the company's performance in the future.
Effect of Experience Quality on Ethnic Restaurant Customer Loyalty: Mediating Role of Restaurant Image Hussein, Ananda Sabil; Rifandani, Eka Putri
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2150

Abstract

This study tests the relationship between experience quality, restaurant image, and customer loyalty in Indonesian ethnic restaurants. In addition, this study tests the mediating role of restaurant image in the relationship between experience quality and customer loyalty. Two hundred and five respondents participated in this study. This study employed PLS with smartPLS program to test the proposed research objectives. The findings indicated that service quality, food quality, and physical environment quality as dimensions of experience quality played essential roles in creating a positive restaurant image. Furthermore, this study found that restaurant image significantly affects customer loyalty. This study discovered the mediating functions of restaurant image in the relationship between experience quality dimensions and customer loyalty. Upon completing the research objectives, this study provides theoretical and practical contributions.
The Covid-19 Pandemic Impact on Tourism Business in Kuta Beach Bali: A Naturalistic Qualitative Study Wulandari, I Gusti Ayu Athina; Mahagangga, I Gusti Agung Oka
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2192

Abstract

The purpose of this research is to analyse the COVID-19 pandemic impacts on tourism in Kuta beach, Badung regency, Bali Province. This is a naturalistic qualitative inquiry with  the purposive sampling method used to the informants. As the key instruments are the researchers through in-depth interviews, observations, and literature studies. The qualitative data analysis used descriptive interpretative was applied to understand the tourism condition in Kuta beach due to the COVID-19 pandemic. The findings show the pandemic affected tourist activities in Kuta Beach, including businesses, such as surfboard training and rental, restaurants, and accommodation.  The pandemic impacted income declines, tourism businesses closure, and layoffs Business actors expect the pandemic to end soon to increase foreign tourists to Bali. Even thought there are domestic tourists who visited, but feel not effective to recovery their business. Insights from this research also finding the local government with support from the central government in Jakarta try replaced tourism as the leading sector with agriculture. Hence, appears the government not contribute to recovery yet and doubt to make decision.
The study of the factors influencing consumers’ satisfaction in Shopee Juan, Phoon Hui; JunQiao, Qiu; Selvam, Renusha; Dandamudi, Sairaja
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2172

Abstract

In recent years, online shopping has become a culture to fulfill consumers’ needs and wants. E-commerce can be a platform that provides people a chance to develop new business models, although they may experience a certain amount of risk associated with their purchase. Therefore, Shopee has become one of the leading e-commerce platforms in Malaysia. The purpose of this study is to investigate the factors that influence consumers' satisfaction with Shopee for online purchases. There are five factors that were assessed which included product quality, E-service quality, security, price and convenience. An electronic survey questionnaire was used to collect data. A total of 100 Shopee users from Malaysia responded to the survey. The findings revealed that the consumers’ satisfaction in Shopee had further accelerated due to the product quality, E-service quality and convenience. Meanwhile, security and price did not significantly influence consumers' satisfaction in Shopee. This study provides Shopee with valuable insights and guidance on consumers’ perception of Shopee, leading to improved customer satisfaction.
A Study on Factors Influencing Consumer Behaviour to Use Foodpanda in Malaysia Adam, Muhammad; Mu’Ammar, Mohamad; Najmi, Mohd Nooramirul; Alief, Muhammad; Gop, Adityanarayan Janardan; Joshi, Pranav Anant
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.1888

Abstract

As we embark on the twenty-first century, technology has changed our lives. All the daily activities and transactions can be done at our fingertips. Foodpanda is the best food delivery platform for F&B merchants in Malaysia. Consumers can place their food orders from any kind of restaurant in Malaysia and consumers nowadays preferred to order online as it is convenient, flexible and less move required. This study aims to examine the factors influencing consumer behaviour to use Foodpanda in Malaysia. The key factors that we examine is perceived ease of use, perceived price, perceived trust and perceived service quality that impacted customer behaviour. A total of 150 Foodpanda users participated in the online survey via Google Forms. The findings of this study provide new insights to customers on how consumer behaviour is being related to the usage of Foodpanda delivery platform. Keywords: Foodpanda, perceived ease of use, perceived price, perceived trust, perceived service quality, customer behaviour.
Strategies Implemented by Mcdonald’s to Fulfill Customers’ Demand Around Asia Yusof, Rosmelia; Huei, Lok Yee; Sha’ari, Muhammad Fathi bin; Mazlan, Muhammad Syahmi bin; Othman, Muhammad Amir Muqri bin; Zakaria, Muhammad Badrul Aman bin; Wicaksono, Luqman Juang; Prabawa, Dewa Made Surya; Lakshmi.L, Vinu Surutha; Walde, Kajal Meghshyam
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2196

Abstract

One of the notably popular and well-known fast-food franchises in the known universeis McDonald's. In addition to its renowned golden arches emblem, it is also recognised because of its hamburgers, potato chips, as well as other options. Nevertheless, the goal of this analysis is to investigate the viability of the tactics used by McDonald's to satisfy consumer demands and contentment across Asia. So, in this case study, the research uses an efficient method which is a survey questionnaire to  ccumulate useful information of 150 Mcdonald’s customers to know more about their satisfactions towards McDonald’s. The result of the findings shows that perceived usefulness, social influence, perceived innovativeness, and corporate image affect the customer’s satisfaction with McDonald’s. The report's findings will assist the McDonald's corporation in the coming years as they work to enhance their productivity, particularly as it relates to increasing client happiness.
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.

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