Pub Date : 2023-01-20DOI: 10.32535/ijthap.v6i1.2197
Lew Tek Yew
{"title":"Improving Performance Services for Customer Satisfaction: A Case Study of Kentucky Fried Chicken","authors":"Lew Tek Yew","doi":"10.32535/ijthap.v6i1.2197","DOIUrl":"https://doi.org/10.32535/ijthap.v6i1.2197","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128317856","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-20DOI: 10.32535/ijthap.v6i1.2196
Rosmelia Yusof
{"title":"Strategies Implemented by Mcdonald’s to Fulfill Customers’ Demand Around Asia","authors":"Rosmelia Yusof","doi":"10.32535/ijthap.v6i1.2196","DOIUrl":"https://doi.org/10.32535/ijthap.v6i1.2196","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"59 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130066875","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-20DOI: 10.32535/ijthap.v6i1.2150
A. Hussein
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. A total of 205 respondents participated in this study. This study employed PLS with the 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.
{"title":"Effect of Experience Quality on Ethnic Restaurant Customer Loyalty: Mediating Role of Restaurant Image","authors":"A. Hussein","doi":"10.32535/ijthap.v6i1.2150","DOIUrl":"https://doi.org/10.32535/ijthap.v6i1.2150","url":null,"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. A total of 205 respondents participated in this study. This study employed PLS with the 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.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122539200","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-20DOI: 10.32535/ijthap.v6i1.2192
I. Wulandari
{"title":"The Covid-19 Pandemic Impact on Tourism Business in Kuta Beach Bali: A Naturalistic Qualitative Study","authors":"I. Wulandari","doi":"10.32535/ijthap.v6i1.2192","DOIUrl":"https://doi.org/10.32535/ijthap.v6i1.2192","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"64 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"122306754","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-20DOI: 10.32535/ijthap.v6i1.2198
Lok Yee Huei
{"title":"Are You A Shopaholic? A Case Study of Customer Satisfaction of Shopee","authors":"Lok Yee Huei","doi":"10.32535/ijthap.v6i1.2198","DOIUrl":"https://doi.org/10.32535/ijthap.v6i1.2198","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-01-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132648911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-18DOI: 10.32535/ijthap.v5i2.1586
Tanisha Shi Lin Sia, Pei Ju Teh, Wen Hui Teng, Tengku Awatif Munirah, N. Almutairi, Manayer Shuaib
{"title":"Nestle, A Staple Brand in Everyone's Life: A Case Study on Brand Loyalty","authors":"Tanisha Shi Lin Sia, Pei Ju Teh, Wen Hui Teng, Tengku Awatif Munirah, N. Almutairi, Manayer Shuaib","doi":"10.32535/ijthap.v5i2.1586","DOIUrl":"https://doi.org/10.32535/ijthap.v5i2.1586","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116306065","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-18DOI: 10.32535/ijthap.v5i2.1587
Thiam-Yong Kuek, M. Quttainah, Y. Wong, Kim F. Wong, Kejian Wu, Minli Wu
{"title":"How Does AirAsia Survive From the COVID-19 Pandemic?","authors":"Thiam-Yong Kuek, M. Quttainah, Y. Wong, Kim F. Wong, Kejian Wu, Minli Wu","doi":"10.32535/ijthap.v5i2.1587","DOIUrl":"https://doi.org/10.32535/ijthap.v5i2.1587","url":null,"abstract":"","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"433 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114954894","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-18DOI: 10.32535/ijthap.v5i2.1578
Hui Jun Ang, Alwenna Fabian Jules, Aina Zalikha Zulhaime, Xiao Sian Ang, Amir Aiman Kamarozaman, Natalia Pontoh
The COVID-19 pandemic has set off a new era in the world, the food delivery applications have become an important aspect of individuals’ daily lives. In addition, consumer behavior will change during COVID-19 pandemics. Due to changes in consumer behavior during the pandemics, many companies are facing difficulties such as reduced sales. Therefore, this paper aims to examine the impact of consumer behavior on Foodpanda during the COVID-19 pandemic. Lockdown and social distancing have disrupted consumer buying and shopping habits during the COVID-19 pandemic. This dramatic scenario also strongly influenced consumer behavior. The data was collected using an online questionnaire. The data was collected primarily through surveys distributed to 100 respondents. The results show that Food panda provides a very convenient service for customers during the Covid-19 outbreak. The results also show that customers are satisfied with the quality of Food panda’s service.
{"title":"Foodpanda’s Impact on Consumer Behavior During the Pandemic","authors":"Hui Jun Ang, Alwenna Fabian Jules, Aina Zalikha Zulhaime, Xiao Sian Ang, Amir Aiman Kamarozaman, Natalia Pontoh","doi":"10.32535/ijthap.v5i2.1578","DOIUrl":"https://doi.org/10.32535/ijthap.v5i2.1578","url":null,"abstract":"The COVID-19 pandemic has set off a new era in the world, the food delivery applications have become an important aspect of individuals’ daily lives. In addition, consumer behavior will change during COVID-19 pandemics. Due to changes in consumer behavior during the pandemics, many companies are facing difficulties such as reduced sales. Therefore, this paper aims to examine the impact of consumer behavior on Foodpanda during the COVID-19 pandemic. Lockdown and social distancing have disrupted consumer buying and shopping habits during the COVID-19 pandemic. This dramatic scenario also strongly influenced consumer behavior. The data was collected using an online questionnaire. The data was collected primarily through surveys distributed to 100 respondents. The results show that Food panda provides a very convenient service for customers during the Covid-19 outbreak. The results also show that customers are satisfied with the quality of Food panda’s service.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"83 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121153274","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The purpose of this study is to review the satisfaction of consumers in McDonald's (the foodservice industry) that leads to loyalty to the brand. It also reviews how McDonald's reacts to changes in the environment and consumer behavior. McDonald's has a strong ambition of providing the best fast service eating experience in the global fast-food market as a world fast-food enterprise. Being the best implies providing exceptional value in both quantity and quality of the product and services, ensuring that every customer is delighted with the brand. In addition, McDonald's believes that job happiness and motivation are some of the biggest influences on consumer satisfaction. The study is organized by collecting the data from consumers through a self-administered questionnaire survey and was distributed to 100 respondents. The results show that for overall satisfaction, most respondents slightly agree that McDonald's has given great services to satisfy their customer needs.
{"title":"A Case Study of Consumer Satisfaction That Leads to Loyalty towards McDonald’s","authors":"Shasha Eisyami, Siti Nadiah, S. Zahrah, Sim Chee Kee, Ishika Singhal","doi":"10.32535/ijthap.v5i2.1584","DOIUrl":"https://doi.org/10.32535/ijthap.v5i2.1584","url":null,"abstract":"The purpose of this study is to review the satisfaction of consumers in McDonald's (the foodservice industry) that leads to loyalty to the brand. It also reviews how McDonald's reacts to changes in the environment and consumer behavior. McDonald's has a strong ambition of providing the best fast service eating experience in the global fast-food market as a world fast-food enterprise. Being the best implies providing exceptional value in both quantity and quality of the product and services, ensuring that every customer is delighted with the brand. In addition, McDonald's believes that job happiness and motivation are some of the biggest influences on consumer satisfaction. The study is organized by collecting the data from consumers through a self-administered questionnaire survey and was distributed to 100 respondents. The results show that for overall satisfaction, most respondents slightly agree that McDonald's has given great services to satisfy their customer needs.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"55 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127892874","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2022-06-18DOI: 10.32535/ijthap.v5i2.1577
Ai-man Esmail Waebuesar, Alessa a/p Aruai, Aina Binti Rosli, Ain Najwa Binti Mohd Azmi
The objective of this paper is to examine the customer satisfaction and brand loyalty of Nestle. As one of the world’s largest food companies, Nestle believes in the power of food to enhance life. The mission of “Good Food, Good Life” means that Nestle aims to provide customers with the best test, and most nutritious product choices in a broad variety of foods and product lineup. Researchers have taken a sample of 100 respondent students since they consume nestle products in the market using the Structural Equation Modeling Approach, the five dimensions of brand loyalty are perceived values, perceived quality, marketing, brand image, and customer expectation are found to have positive effects on customer satisfaction. Data were collected via an online survey through a questionnaire using Google form as primary data. Secondary data was collected from websites and past research papers and articles that showed how customer satisfaction is linked to brand loyalty. To conclude, customer satisfaction is the main key to the expansion of brand loyalty and retaining customers.
{"title":"Customer Satisfaction and Brand Loyalty: A Survey of Nestlé","authors":"Ai-man Esmail Waebuesar, Alessa a/p Aruai, Aina Binti Rosli, Ain Najwa Binti Mohd Azmi","doi":"10.32535/ijthap.v5i2.1577","DOIUrl":"https://doi.org/10.32535/ijthap.v5i2.1577","url":null,"abstract":"The objective of this paper is to examine the customer satisfaction and brand loyalty of Nestle. As one of the world’s largest food companies, Nestle believes in the power of food to enhance life. The mission of “Good Food, Good Life” means that Nestle aims to provide customers with the best test, and most nutritious product choices in a broad variety of foods and product lineup. Researchers have taken a sample of 100 respondent students since they consume nestle products in the market using the Structural Equation Modeling Approach, the five dimensions of brand loyalty are perceived values, perceived quality, marketing, brand image, and customer expectation are found to have positive effects on customer satisfaction. Data were collected via an online survey through a questionnaire using Google form as primary data. Secondary data was collected from websites and past research papers and articles that showed how customer satisfaction is linked to brand loyalty. To conclude, customer satisfaction is the main key to the expansion of brand loyalty and retaining customers.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-06-18","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130940064","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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