The study is aimed to examine the critical success factors of McDonald's in the fast-food industry. As a leading global brand, McDonald’s has expanded operations into more than 100 countries such as Malaysia, China, and Japan. Its primary purpose is to be the customers' favorite eating place, focusing on customer experience. We employed the quantitative method. A total of 100 customers and 20 employees were surveyed. The result shows that innovation and technology strategies, job satisfaction, marketing strategies, and customer satisfaction are the critical factors that drive McDonald's success in the fast-food industry. The discussion and recommendations are presented.
{"title":"Critical Success Factors in the Fast food Industry: A Case of McDonald's","authors":"D. Kee, Siew Ling Ho, Yee Syuen Ho, Tze Wey Lee, Haoyu Ma, Yuan Yin","doi":"10.32535/ijthap.v4i2.1061","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1061","url":null,"abstract":"The study is aimed to examine the critical success factors of McDonald's in the fast-food industry. As a leading global brand, McDonald’s has expanded operations into more than 100 countries such as Malaysia, China, and Japan. Its primary purpose is to be the customers' favorite eating place, focusing on customer experience. We employed the quantitative method. A total of 100 customers and 20 employees were surveyed. The result shows that innovation and technology strategies, job satisfaction, marketing strategies, and customer satisfaction are the critical factors that drive McDonald's success in the fast-food industry. The discussion and recommendations are presented.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"424 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123402182","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 : 2021-06-21DOI: 10.32535/ijthap.v4i2.1055
Navaneetha Kumar, Padmalini Singh, Liew Pei Shan, D. Kee, Lee Tze Mei, Ngai Wan Ying, Ooi Yu Zhi
COVID-19 pandemic has spread around the world and affected the development of economic countries. Some countries and states are under hotspot areas. During the lockdown period, many organizations were forced to close their businesses, causing economic recession. In addition, many companies have seen a sharp decline in their sales and affecting their profits. Due to the COVID-19 pandemic, many restaurants have started their service with takeaway or delivery, however they still unable to sustain their business, especially the small and medium-sized enterprises (MSMEs). This study aims to study the strategies used by Domino’s in sustaining their business during the COVID-19 pandemic. Quantitative method was used in this study and the data were collected within 2 weeks through the online distribution by using Google Form. The results showed the strategies used by Domino’s company for business survival during the COVID-19 pandemic are promotions and provided quality foods and there is a significant relationship between promotions and the preference for Domino’s Pizza.
{"title":"A Case Study on Domino’s Business Survival Strategy During the Covid-19 Pandemic","authors":"Navaneetha Kumar, Padmalini Singh, Liew Pei Shan, D. Kee, Lee Tze Mei, Ngai Wan Ying, Ooi Yu Zhi","doi":"10.32535/ijthap.v4i2.1055","DOIUrl":"https://doi.org/10.32535/ijthap.v4i2.1055","url":null,"abstract":"COVID-19 pandemic has spread around the world and affected the development of economic countries. Some countries and states are under hotspot areas. During the lockdown period, many organizations were forced to close their businesses, causing economic recession. In addition, many companies have seen a sharp decline in their sales and affecting their profits. Due to the COVID-19 pandemic, many restaurants have started their service with takeaway or delivery, however they still unable to sustain their business, especially the small and medium-sized enterprises (MSMEs). This study aims to study the strategies used by Domino’s in sustaining their business during the COVID-19 pandemic. Quantitative method was used in this study and the data were collected within 2 weeks through the online distribution by using Google Form. The results showed the strategies used by Domino’s company for business survival during the COVID-19 pandemic are promotions and provided quality foods and there is a significant relationship between promotions and the preference for Domino’s Pizza.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"8 1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"129905654","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 : 2021-02-20DOI: 10.32535/IJTHAP.V4I1.1021
Rudresh Pandey, Varsha Ganatra, Sonali Jamnik, Pragya Goel, Priyanshi Goyal, Chian Lee Xuan, D. Kee, Hee Hui Mein, Lim Xiao En, Lee Jen Zen
This study focuses on the brand image, experience, quality, and services offered by Starbucks that will bring customer loyalty from customer satisfaction. The study analyzes how customer loyalty and brand experience affect the quality improvements of Starbucks Coffee as corporate brands play a vital role in achieving higher company’s performance, like sales. It makes more incentives to satisfy the potential customers and develops a drawn-out relationship with them. This study concludes that companies with higher customer loyalty and satisfaction tend to have higher market share, and move further by cost reduction. Therefore, companies could substantially pay attention to all of these variables to have an everlasting profitability as this will lead to gain competitive advantage in the market.
{"title":"An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia","authors":"Rudresh Pandey, Varsha Ganatra, Sonali Jamnik, Pragya Goel, Priyanshi Goyal, Chian Lee Xuan, D. Kee, Hee Hui Mein, Lim Xiao En, Lee Jen Zen","doi":"10.32535/IJTHAP.V4I1.1021","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I1.1021","url":null,"abstract":"This study focuses on the brand image, experience, quality, and services offered by Starbucks that will bring customer loyalty from customer satisfaction. The study analyzes how customer loyalty and brand experience affect the quality improvements of Starbucks Coffee as corporate brands play a vital role in achieving higher company’s performance, like sales. It makes more incentives to satisfy the potential customers and develops a drawn-out relationship with them. This study concludes that companies with higher customer loyalty and satisfaction tend to have higher market share, and move further by cost reduction. Therefore, companies could substantially pay attention to all of these variables to have an everlasting profitability as this will lead to gain competitive advantage in the market.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"25 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115714282","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 : 2021-02-20DOI: 10.32535/IJTHAP.V4I1.1019
Padmalini Singh, D. D, Goh Kai Wen, D. Kee, Go Sin Yee, Lee Chiew Ying, Fong Kai Ling, Mohammed Shammas, Gerald Reynaldo Tandra, Liem Gai Sin
The purpose of this study is to examine the impact of e-commerce websites on consumer’s buying behavior of AirAsia and to provide suggestions to AirAsia to improve its consumer’s shopping experience on its e-commerce website. This research applied qualitative methodology by interviews. It will provide the company with additional understanding about the impact of e-commerce websites on consumer’s buying behavior and the effective suggestions provided are highly practicable for the company. It is necessary for AirAsia to understand their consumer’s buying behavior to improve the company’s performance. Thus, AirAsia needs to put some effort into the research of consumer’s buying behavior and constantly improve its consumer’s shopping experience.
{"title":"The Impact of AirAsia’s E-Commerce Websites on Its Consumer Buying Behavior","authors":"Padmalini Singh, D. D, Goh Kai Wen, D. Kee, Go Sin Yee, Lee Chiew Ying, Fong Kai Ling, Mohammed Shammas, Gerald Reynaldo Tandra, Liem Gai Sin","doi":"10.32535/IJTHAP.V4I1.1019","DOIUrl":"https://doi.org/10.32535/IJTHAP.V4I1.1019","url":null,"abstract":"The purpose of this study is to examine the impact of e-commerce websites on consumer’s buying behavior of AirAsia and to provide suggestions to AirAsia to improve its consumer’s shopping experience on its e-commerce website. This research applied qualitative methodology by interviews. It will provide the company with additional understanding about the impact of e-commerce websites on consumer’s buying behavior and the effective suggestions provided are highly practicable for the company. It is necessary for AirAsia to understand their consumer’s buying behavior to improve the company’s performance. Thus, AirAsia needs to put some effort into the research of consumer’s buying behavior and constantly improve its consumer’s shopping experience.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"4 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2021-02-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133659086","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 : 2020-10-31DOI: 10.32535/ijthap.v3i3.948
R. Machmud, Tineke Wolok
This study aims to determine the model design of influence of service quality on customer satisfaction at Regional General Hospitals (RSUD) in Gorontalo Province. This research believes that the quality of service remains the biggest problem demanding a pattern of services to increase customer satisfaction hindering the government-owned hospital to compete with other private hospitals. This study uses AHP analysis to formulate the interest weights of various factors as the basis for the formulation of the design model, and SWOT analysis to formulate strategies by considering the importance of those factors grouped into strength (S), weakness (W), opportunities (O), and threats (T). While, the results of AHP analysis were used as the basis for each factor weighting. This study findings conclude that model design of the influence of service quality on patient satisfaction at Regional General Hospitals (RSUD) in Gorontalo Province indicating higher weight, sequentially, on assurance, tangibility, empathy, reliability, and responsiveness. Those all, undoubtedly, are essential aspects to cover as the hospitals deliberately attempt to gain patient's satisfaction. The SWOT analysis highlights that, in addition to its affordable costs and cleanliness, the hospitals were excellent as the doctors and nurses were outwardly appealing, quick-responding, kind-hearted, and communicative. The hospital weakness lies on its lack of cutlery’s cleanliness standards, unkempt inpatient rooms, nurse-doctor's sluggish coordination, ignorance, specialist unavailability, and doctors’ and nurses' incompetence. Externally, the hospital could highly grasp ample opportunities. The hospitals are referral hospitals for small communities. Their good reputation leads the public to put their trust as the population remains exponentially growing. In addition to pharmacy, the hospitals are formally accredited allowing their quality service enhancement. However, the hospitals should consider other private hospitals, customer dissatisfaction, and science and technology development as threats to their sustainable excellent service.
{"title":"Model Design of Influence of Service Quality on Customer Satisfaction in Regional General Hospitals in Gorontalo Province","authors":"R. Machmud, Tineke Wolok","doi":"10.32535/ijthap.v3i3.948","DOIUrl":"https://doi.org/10.32535/ijthap.v3i3.948","url":null,"abstract":"This study aims to determine the model design of influence of service quality on customer satisfaction at Regional General Hospitals (RSUD) in Gorontalo Province. This research believes that the quality of service remains the biggest problem demanding a pattern of services to increase customer satisfaction hindering the government-owned hospital to compete with other private hospitals. This study uses AHP analysis to formulate the interest weights of various factors as the basis for the formulation of the design model, and SWOT analysis to formulate strategies by considering the importance of those factors grouped into strength (S), weakness (W), opportunities (O), and threats (T). While, the results of AHP analysis were used as the basis for each factor weighting. This study findings conclude that model design of the influence of service quality on patient satisfaction at Regional General Hospitals (RSUD) in Gorontalo Province indicating higher weight, sequentially, on assurance, tangibility, empathy, reliability, and responsiveness. Those all, undoubtedly, are essential aspects to cover as the hospitals deliberately attempt to gain patient's satisfaction. The SWOT analysis highlights that, in addition to its affordable costs and cleanliness, the hospitals were excellent as the doctors and nurses were outwardly appealing, quick-responding, kind-hearted, and communicative. The hospital weakness lies on its lack of cutlery’s cleanliness standards, unkempt inpatient rooms, nurse-doctor's sluggish coordination, ignorance, specialist unavailability, and doctors’ and nurses' incompetence. Externally, the hospital could highly grasp ample opportunities. The hospitals are referral hospitals for small communities. Their good reputation leads the public to put their trust as the population remains exponentially growing. In addition to pharmacy, the hospitals are formally accredited allowing their quality service enhancement. However, the hospitals should consider other private hospitals, customer dissatisfaction, and science and technology development as threats to their sustainable excellent service.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-10-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114080021","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 : 2020-10-31DOI: 10.32535/ijthap.v3i3.958
Arini Arini, S. Maharani, Dodik Juliardi
This study examines the effect of sustainability reports on the performance of maqashid sharia in Islamic banks. The sample of this research is Islamic commercial banks in Indonesia for the period 2014-2018. The sustainability report is measured by the standard score of the GRI 4 sustainability report and the performance of Islamic banks is measured using maqashid sharia with 3 perspectives, namely education, justice and welfare. The method used is panel data regression with 3 research models. The results of the analysis of model 1 show that the sustainability report has a significant negative effect on the performance of maqashid sharia from an education perspective. In model 2, the results show that the sustainability report does not have a significant effect on the performance of maqashid syariah justice perspective. Model 3 shows the results that the sustainability report does not have a significant effect on the performance of maqashid syariah from the welfare perspective.
{"title":"The Impact of The Sustainability Report on The Performance of Maqashid Sharia Islamic Commercial Banks in Indonesia","authors":"Arini Arini, S. Maharani, Dodik Juliardi","doi":"10.32535/ijthap.v3i3.958","DOIUrl":"https://doi.org/10.32535/ijthap.v3i3.958","url":null,"abstract":"This study examines the effect of sustainability reports on the performance of maqashid sharia in Islamic banks. The sample of this research is Islamic commercial banks in Indonesia for the period 2014-2018. The sustainability report is measured by the standard score of the GRI 4 sustainability report and the performance of Islamic banks is measured using maqashid sharia with 3 perspectives, namely education, justice and welfare. The method used is panel data regression with 3 research models. The results of the analysis of model 1 show that the sustainability report has a significant negative effect on the performance of maqashid sharia from an education perspective. In model 2, the results show that the sustainability report does not have a significant effect on the performance of maqashid syariah justice perspective. Model 3 shows the results that the sustainability report does not have a significant effect on the performance of maqashid syariah from the welfare perspective.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"1 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-10-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128500732","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 : 2020-06-20DOI: 10.32535/ijthap.v3i2.818
Roya Sadat Alavi Pour, H. R. Darani, A. Rahnama
This paper conducts an overview of electronic word-of-mouth (eWOM), and will argue about eWOM function to form attitudes about a destination, and purchasing inclinations, and the decision-making process as a whole. Data were collected by an electronic questionnaire. For testing hypothesizes, modeling of structural equations and correlation coefficient, which conducted by AMOS and SPSS is used. The sample is chosen based on three factors. Among hypothesises, three hypotheses are approved. That means the eWOM has noticeable effects on customers’ attitudes and experience. Also, the disapproval of other hypotheses showed that the eWOM effect on the customers’ satisfaction and purchase intentions is low and should be evaluated in the contribution of other factors.
{"title":"Electronic Word of Mouth as A Motivation Tool in Searching, Using Information and Travel Decision: An Empirical Study in Shiraz","authors":"Roya Sadat Alavi Pour, H. R. Darani, A. Rahnama","doi":"10.32535/ijthap.v3i2.818","DOIUrl":"https://doi.org/10.32535/ijthap.v3i2.818","url":null,"abstract":"This paper conducts an overview of electronic word-of-mouth (eWOM), and will argue about eWOM function to form attitudes about a destination, and purchasing inclinations, and the decision-making process as a whole. Data were collected by an electronic questionnaire. For testing hypothesizes, modeling of structural equations and correlation coefficient, which conducted by AMOS and SPSS is used. The sample is chosen based on three factors. Among hypothesises, three hypotheses are approved. \u0000That means the eWOM has noticeable effects on customers’ attitudes and experience. Also, the disapproval of other hypotheses showed that the eWOM effect on the customers’ satisfaction and purchase intentions is low and should be evaluated in the contribution of other factors.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116557278","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 : 2020-06-20DOI: 10.32535/ijthap.v3i2.824
Abdulaziz Al Shuwaler, M. Quttainah, D. Kee, Choo Mun Kei, Er Jia Qi, Ewe Cai Wen, Gao Qu, M. Saxena, Rudresh Pandey
Corporate Social Responsibility (CSR) is an evolving business practice that helps the company to be socially accountable. It appears to play an important role in enhancing the economic, social, and environmental performances. IKEA is an internationally known home furnishing retailer that has grown rapidly since the year 1943. IKEA maintains a sustainable business by implementing CSR as a global supply chain. The purpose of this research is to analyze CSR practices in global supply chains. Our investigation will examine how CSR brings benefits to the three indicators while the organization boosts its brands. The results of the study indicate that CSR practices bring a positive impact on the organization.
{"title":"IKEA’s Corporate Social Responsibility","authors":"Abdulaziz Al Shuwaler, M. Quttainah, D. Kee, Choo Mun Kei, Er Jia Qi, Ewe Cai Wen, Gao Qu, M. Saxena, Rudresh Pandey","doi":"10.32535/ijthap.v3i2.824","DOIUrl":"https://doi.org/10.32535/ijthap.v3i2.824","url":null,"abstract":"Corporate Social Responsibility (CSR) is an evolving business practice that helps the company to be socially accountable. It appears to play an important role in enhancing the economic, social, and environmental performances. IKEA is an internationally known home furnishing retailer that has grown rapidly since the year 1943. IKEA maintains a sustainable business by implementing CSR as a global supply chain. The purpose of this research is to analyze CSR practices in global supply chains. Our investigation will examine how CSR brings benefits to the three indicators while the organization boosts its brands. The results of the study indicate that CSR practices bring a positive impact on the organization.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130165147","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 : 2020-06-20DOI: 10.32535/ijthap.v3i2.819
Jia Feng Chua, D. Kee, Men Je Lee, Chun Han Lim, Yong Rong. Toh, Nidhi Raj, Pragya Goel, Rudresh Pandey
This study has been carried out to identify the factors of growing trends, customer expectations, and perception of services provided by OYO hotels. The study has been done with the information published by the company official website as well as the customer's experiences and thought through answering a questionnaire. The findings and results of this study suggested that the most common factors which concern the online hotel booking users are amenities. Besides, the customer expectation towards OYO services has been categorized into information, procedure, and incidental services where information has the highest satisfactory. Lastly, perception towards initiative taken by OYO such as customer privacy control system, In-App SOS button, OYO Assists, and preventive measure during the outbreak of Covid-19 has been determined and evaluated.
{"title":"A Study on Growing Trends, Customer Expectations and Perception towards Services Provided by OYO","authors":"Jia Feng Chua, D. Kee, Men Je Lee, Chun Han Lim, Yong Rong. Toh, Nidhi Raj, Pragya Goel, Rudresh Pandey","doi":"10.32535/ijthap.v3i2.819","DOIUrl":"https://doi.org/10.32535/ijthap.v3i2.819","url":null,"abstract":"This study has been carried out to identify the factors of growing trends, customer expectations, and perception of services provided by OYO hotels. The study has been done with the information published by the company official website as well as the customer's experiences and thought through answering a questionnaire. The findings and results of this study suggested that the most common factors which concern the online hotel booking users are amenities. Besides, the customer expectation towards OYO services has been categorized into information, procedure, and incidental services where information has the highest satisfactory. Lastly, perception towards initiative taken by OYO such as customer privacy control system, In-App SOS button, OYO Assists, and preventive measure during the outbreak of Covid-19 has been determined and evaluated.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"63 6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123248406","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 : 2020-06-20DOI: 10.32535/ijthap.v3i2.820
Muhammad Adam, D. Kee, Intan Junaina, Nur Fadhilah, Nurul Uwais, Fatimah Al Rashidi, Hadeel Al Shammari, M. Quttainah, Aditi Srivastava, Rudresh Pandey
The purpose of this paper is to examine and identify the factors that influence Grab users’ satisfaction. It is undeniable that customer’s satisfaction is really important in every business especially in services industry. This research is conducted in a specific group of respondents. The respondents consist of staff and students of USM. The methodology that was used is the quantitative questionnaire type of form. This study was expected to give a bright side or any recommendations and improvements to the Grab Holdings Incorporation, especially in enhancing their customers’ satisfaction. Based on the findings, this study could provide recommendations for practices and future research.
{"title":"The Influence of Customer Satisfaction on Grab Services in Malaysia","authors":"Muhammad Adam, D. Kee, Intan Junaina, Nur Fadhilah, Nurul Uwais, Fatimah Al Rashidi, Hadeel Al Shammari, M. Quttainah, Aditi Srivastava, Rudresh Pandey","doi":"10.32535/ijthap.v3i2.820","DOIUrl":"https://doi.org/10.32535/ijthap.v3i2.820","url":null,"abstract":"The purpose of this paper is to examine and identify the factors that influence Grab users’ satisfaction. It is undeniable that customer’s satisfaction is really important in every business especially in services industry. This research is conducted in a specific group of respondents. The respondents consist of staff and students of USM. The methodology that was used is the quantitative questionnaire type of form. This study was expected to give a bright side or any recommendations and improvements to the Grab Holdings Incorporation, especially in enhancing their customers’ satisfaction. Based on the findings, this study could provide recommendations for practices and future research.","PeriodicalId":338250,"journal":{"name":"International Journal of Tourism and Hospitality in Asia Pasific","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2020-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132378061","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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