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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 390 Documents
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Customer Satisfaction and Loyalty toward COWAY’s Product and Service Ecosystem in Malaysia Oh Zi Jian; Nur Eidra Nabila binti Zukarnai; Nur Farah Husna binti Mohd Fauzi; Nur Fatin Hidayah binti Mohamad Fuzi; Nur Huwaidah binti Abdul Khalid; Keshav Maheshwari
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4665

Abstract

This study investigates the factors influencing customer satisfaction and loyalty toward the products and services offered by COWAY Malaysia within a rental-based home appliance model. Grounded in Expectation-Confirmation Theory, the study examines the effects of product quality, service quality, price and value perception, and customer support on customer satisfaction and loyalty. A quantitative survey was conducted among 122 current COWAY customers in Malaysia using a structured questionnaire, and the data were analysed using descriptive and regression analyses. The results indicate that service quality and price and value perception have significant positive effects on customer satisfaction and loyalty, while product quality does not show a significant influence. Customer support demonstrates a positive but weaker relationship with satisfaction outcomes. These findings suggest that customers perceive product quality as a baseline expectation, placing greater emphasis on service experience and perceived value. The study provides managerial insights for COWAY to strengthen service excellence, enhance value communication, and refine pricing strategies to sustain customer satisfaction and long-term loyalty in a competitive home appliance market.
The Impact of In-Store Dining Experience on Brand Attraction and Customer Loyalty: Evidence from IKEA Gan Kia Hui; Oh Zi Jian; Kiara Wong Mann Mann; Khor Yong Wen; Kong Yi Wen; Kua Zi Jian; Pratibha Vishnoi; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4663

Abstract

This study investigates how in-store dining experience influences brand attraction and customer loyalty in a non-food-dominant retail context, using IKEA as a case study. Grounded in the Stimulus–Organism–Response (SOR) model and Experiential Marketing Theory, the study examines the role of dining experience as a stimulus that shapes brand attraction and subsequent loyalty. A quantitative survey was conducted among 204 IKEA customers in Malaysia, and the data were analysed using descriptive statistics and multiple regression analysis. The findings reveal that dining experience has a significant positive effect on brand attraction, while brand attraction strongly predicts customer loyalty. The regression model explains 63.5% of the variance in customer loyalty, with brand attraction emerging as the dominant predictor. These results demonstrate that in-store dining functions as a strategic experiential touchpoint that enhances emotional brand connection and strengthens long-term loyalty. The study provides managerial insights for retailers seeking to leverage dining services to reinforce brand engagement and customer retention.
From Craving to Convenience: Factors Influencing Customer Online Purchase Decisions in Lazada Malaysia Odebunmi Abayomi Tunde; Brahmmanand Sharma; Xue Er Liew; Jia Suen Lew; Wen Jing Li; Lun Kai Liang; Aisha Gupta; Mohini Singh Bhadouria; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4675

Abstract

Online shopping has become part of everyday life, and understanding what drives people to buy online is more important than ever. This study explores the factors that influence customer purchase decisions on Lazada Malaysia, focusing on convenience, price perception, trust, and website quality. The data obtained were analyzed using descriptive statistics and regression analysis in SPSS to test the proposed hypotheses. The findings show that trust, fair pricing, and high website quality substantially enhance purchase intention. Convenience, although relevant, is now perceived as a basic requirement in online shopping. The study concludes that Lazada can strengthen customer loyalty by improving platform usability, ensuring secure transactions, and offering genuine value. These insights can help e-commerce platforms create more meaningful, trustworthy, and satisfying online shopping experiences.
Service Quality, Employee Personality, Satisfaction, Trust, and Customer Loyalty in Malaysia’s Restaurant Industry Kok Ban Teoh; Wang YongDuo; Wang QiMei; Wang Yang; Wang YiLing; PRIYA SETH; ANWESHA HAZARIKA; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4671

Abstract

Customer loyalty has become increasingly important for sustaining competitiveness and long-term success in the restaurant industry. This study examines the effects of service quality and employee personality on customer satisfaction and customer loyalty, as well as the roles of customer satisfaction and trust in shaping customer loyalty among restaurant customers in Malaysia. A quantitative approach was employed using a structured questionnaire distributed to customers of Haidilao Malaysia. A total of 220 valid responses were collected and analyzed using regression analysis. The results indicate that service quality (b = 0.30, p = 0.001) and employee personality (b = 0.56, p 0.001) have significant positive effects on customer satisfaction. Customer satisfaction also positively influences trust (b = 0.68, p 0.001), while trust significantly affects customer loyalty (b = 0.59, p 0.001). In addition, service quality (b = 0.25, p = 0.014) and employee personality (b = 0.54, p 0.001) directly contribute to customer loyalty. The findings suggest that employee personality plays a more prominent role than service quality in driving customer satisfaction and loyalty. Both operational and interpersonal service factors contribute to customer loyalty through customer satisfaction and trust.
Beyond the Cup: Branding, Trust, and Loyalty as Drivers of Customer Satisfaction in a Malaysian Beverage Industry Haslindar Ibrahim; Sir Urfey Muhammad Norazmi; Shi Kunzhi; Siti Farhana Mohd Sa’ad; Siti Norsyahwanie Mohammad Ridzuan Itam; Anant Asthana; Paridhi Gehi; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4676

Abstract

Malaysia’s beverage market has become increasingly competitive, making customer satisfaction a critical indicator of repeat purchase and brand resilience. This study examines the influence of customer satisfaction and branding on purchase intention, using Tealive as a case study. This study aims to investigate how branding, trust, and loyalty influence consumers’ satisfaction. A quantitative research design was employed, involving the distribution of structured questionnaires to 180 customers. The findings indicate that branding (b = 0.245, p 0.01), trust (b = 0.299, p 0.01), and loyalty (b = 0.261, p 0.01) have significant positive effects on customer satisfaction, emerging as the strongest predictors. These findings reveal the importance of delivering superior service quality and maintaining a consistent brand image to enhance customer loyalty and trust. These findings also suggest that beverage brands need to strengthen both relational cues and consistent service experiences to sustain customer satisfaction and loyalty. This study contributes to the understanding of consumer behavior in the Malaysian beverage industry and offers practical insights for Tealive’s marketing and branding strategies aimed at sustaining long-term competitiveness.
Examining the Key Drivers of Customer Loyalty in the Coffee Retail Industry: Evidence from Starbucks Customers Yee Huei Lok; Lay Hong Tan; Ranjith PV; Kishan Singh Rathore; Pui Zhi Cheong; Kah Song Chew; Wei Yi Chew; Jia Sheng Chia; Anas Anas; Pratishthit Chauhan; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4669

Abstract

Starbucks is one of the leading global coffeehouse chains known for its strong brand presence and customer-centric approach. However, in today’s highly competitive food and beverage market, maintaining customer loyalty and encouraging repeat purchases remain crucial challenges. This study aims to examine the key factors influencing customer loyalty toward Starbucks, focusing on service quality, perceived value, product quality, and price. A quantitative research design was adopted using a structured questionnaire distributed through Google Forms to customers who have purchased from Starbucks. The data will be analyzed using statistical techniques to examine the correlations among the variables. Our findings show that perceived value, product quality, and price have significant positive effects on customer loyalty. However, service quality has non-significant negative effects on customer loyalty. The results of this study will provide valuable managerial insights to enhance marketing strategies, strengthen customer engagement, and maintain long-term loyalty. This study also contributes to the understanding of customer behavior in the food and beverage industry, particularly within international coffeehouse brands
Factors Influencing Customer Satisfaction: A Case Study of the E-Commerce Sector in Malaysia Haslindar Ibrahim; Rudresh Pandey; Nurul Afiqah binti Yusoff; Nurul Anis Ezaty binti Hashim; Nurul Atirah binti Yunus; Nurul Aziera binti Katan; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4681

Abstract

In the fast-paced digital era, e-commerce in Malaysia has experienced remarkable growth over the last decades.  This surge is reflected in consumer behavior that has shifted from physical to online methods.  Shopee, one of the e-commerce businesses in Malaysia.  Assessing customer satisfaction in e-commerce is crucial as it helps Shopee enhance its competitive advantage.  Therefore, this study aims to provide an analysis of the factors influencing customer satisfaction using Shopee for online purchase in Malaysia.  Five main factors were identified in this study: perceived convenience, product quality, price perception, delivery service, website usability.  An online survey questionnaire created using Google Form and distributed to 125 targeted Shopee users in Malaysia.  SPSS used to analyze the data to examine the hypothesis or determine the significance of each factor in relation to customer satisfaction.  Our findings underline that perceived convenience, product quality, price perception, delivery service, and website usability positively affect customer satisfaction. Product quality showed the highest influence compared to other factors. This study gives valuable information for Shopee to further improve its customer satisfaction
Building Digital Trust in E-Commerce: An Analysis of Factors Influencing Customer Expectations Towards Shopee Purchases in Malaysia Zi Jian Oh; Dung Gadi Paul; Sharma Brahmmanand; Ping Chuan Lai; Dor Wey Lam; Chia Yin Lee; Long Zheng Lee; Dubey Medha; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4673

Abstract

Shopee, which was introduced in 2015, is the most popular e-commerce site in Southeast Asia. At the moment, it is among Malaysia's top e-commerce sites. Simple, Happy, and Together are the three defining characteristics of the community that Shopee aims to create by connecting customers and sellers. This study analyzes the factors influencing customer expectations toward Shopee purchases. Four contributing factors towards customer expectations were evaluated, specifically perceived convenience, perceived loyalty, perceived risk, and perceived trust. To analyze how customer experience influenced customer expectations on Shopee purchases, such as delivery speed, product quality, pricing, and customer service. A total of 150 customers from Shopee Malaysia participated in the survey questionnaire for data collection. The findings revealed that perceived trust and perceived convenience significantly and positively influenced customer expectations, while perceived risk indicated a significant negative impact. Meanwhile, perceived loyalty did notsignificantly influence customer expectations towards Shopee purchases. This survey gives Shopee important information and direction about how customers view Shopee, which increases customer happiness.
Exploring the Impact of Driver Behavior on Customer Trust: A Study of Ride-Hailing Services in Malaysia Teow Boon Keong; Ooi Lyn Liq; Nur Nazihah Binti Mohd Rodzi; Nur Irdhila Binti Mohd Zaki; Nur Natasha Binti Mohd Azlan; Nur Jannah Binti Abdul Manap; Daisy Mui Hung Kee
International Journal of Tourism and Hospitality in Asia Pasific Vol 9, No 2 (2026): June 2026
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v9i2.4691

Abstract

As one of the leading ride-hailing and delivery service platforms in Malaysia, Grab connects customers with drivers through its mobile application. This study aims to examine the impact of driver behavior on customer trust among Grab customers and role of customer trust in shaping customer experiences. Additionally, it seeks to reveal how levels of trust and driver interactions influence customer experiences with Grab services in Malaysia. Data were collected through a cross-sectional quantitative survey using a Google Form with five-point Likert-scale questions from approximately 100 Grab users. The findings reveal that driver-related factors, including usefulness (b = 0.225, p .05), ease of use (b = 0.327, p .01), and convenience (b = 0.332, p .01), have significant positive effects on customer trust, while perceived risk has a negligible influence (b = ?0.010, p .05). These results highlight how trust shapes customer perceptions of driver behavior. The study concludes that positive driver behavior strengthens customer trust, emphasizing trust as a key mechanism through which driver interactions affect experiences. High trust levels lead customers to perceive interactions more positively, reinforcing confidence in the service. The findings suggest that Grab should prioritize trust-building strategies, including consistent driver training, improved communication, and transparent feedback systems, to strengthen customer relationships and ensure long-term customer loyalty. 
Problems Faced by Automobile Industries: Case Study on Tesla Shelly Bhardwaj; Rudresh Pandey; Shobha Sharma; Shivani Sejal; Ganesh Iyer; Shivam Sharma; Ranjith P.V; Swati Kulkarni
International Journal of Tourism and Hospitality in Asia Pasific Vol 3, No 2 (2020): International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP)
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v3i2.825

Abstract

The study is being done on the problems faced by Automobile Industries while launching Electric Cars. The problems are common for all the automobile industries which had launched the EV, are launching or will launch them. But here the research is done specifically in respect to Tesla. Tesla Motors Inc. is an American automotive and energy company that was founded in 2003 is based in Palo Alto, California. The company specializes in electric car manufacturing, SolarCity subsidiary and solar panel manufacturing. The company is well known for its exclusive models like Model S, Model 3, Model X and the newest one Model Y. Tesla Motors released its first electric car in 2008 that was called The Roadster. Roadster achieved 245 miles (394 km) on a single charge. Since 2008, Tesla sold approximately 2,450 Roadster in over 30 countries through December 2012. Tesla faced many problems while launching the very first EV not only with the model but with its marketing too. So, this Project Report is being prepared by researching the problems faced by the Tesla regarding its first EV and its marketing. There are some particular solutions that are recognized by our team for the respective problems which will be useful for the automobile industries to overcome certain problems. These solutions will open the doors for the industries that are going to launch EV by referring the past data analysis of Tesla which is studied and prepared by our team in this Research Project.

Page 34 of 39 | Total Record : 390

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