Pub Date : 2023-06-20DOI: 10.32535/ijthap.v6i2.2330
C. Susilowati, Rila Anggraeni, F. Rohman
One of the sectors most affected by the Covid-19 pandemic is tourism, especially because of the quarantine policy. The quarantine policy is considered an effective strategy to prevent and control the transmission of COVID-19. Quarantine refers to efforts to identify exposure to Covid-19 in a person by segregating and restricting movement. The public hope that the tourism sector will soon improve with the elimination of the quarantine policy. The removal of the quarantine policy as a form of leeway is considered to be able to increase people's intention to travel and boost economic recovery. However, some experts argue that this policy is less effective because people still have concerns over the unexpected emergence of new variants of Covid-19. This explanatory study aims to analyze the perception of quarantine elimination effect on attitude and travel intentions. The study used a survey as the data collection method. The results showed that perceived risk negatively affects tourists' attitudes toward quarantine elimination policies and travel intentions. The tourism provider need to comprehend tourist perceived risk and capable to give valuable information to reduce the risk perception.
{"title":"No quarantine, is it safe to travel?","authors":"C. Susilowati, Rila Anggraeni, F. Rohman","doi":"10.32535/ijthap.v6i2.2330","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2330","url":null,"abstract":"One of the sectors most affected by the Covid-19 pandemic is tourism, especially because of the quarantine policy. The quarantine policy is considered an effective strategy to prevent and control the transmission of COVID-19. Quarantine refers to efforts to identify exposure to Covid-19 in a person by segregating and restricting movement. The public hope that the tourism sector will soon improve with the elimination of the quarantine policy. The removal of the quarantine policy as a form of leeway is considered to be able to increase people's intention to travel and boost economic recovery. However, some experts argue that this policy is less effective because people still have concerns over the unexpected emergence of new variants of Covid-19. This explanatory study aims to analyze the perception of quarantine elimination effect on attitude and travel intentions. The study used a survey as the data collection method. The results showed that perceived risk negatively affects tourists' attitudes toward quarantine elimination policies and travel intentions. The tourism provider need to comprehend tourist perceived risk and capable to give valuable information to reduce the risk perception.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"97 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116383961","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 : 2023-06-20DOI: 10.32535/ijthap.v6i2.2328
Law Lih Herng, Lavhinesh A/L Balaraman, Lee Chiew Ceng, Lee Hui Lin, Erika Dwi Amelia Rahmasari, Fadhila Puput Ramadhani, S. Srivastava, Juhi Sharma
One of the top fast-food restaurants in the world, McDonald's has more than 36,000 locations across the globe. In Malaysia, there are more than 320 branches country wide and they employ over 15000 employees around the country, supplying career, and development opportunities. This study aims to focus on how satisfied the employees are with their job and their loyalty towards the fast-food joint. Moreover, this study will also explain how the job satisfaction of the employees has a crucial part in shaping the employees' loyalty towards their workplace. For this study, we have surveyed the employees of five different McDonald’s branches in Malaysia and Indonesia, namely McDonald’s Kulim, McDonald’s Alma, McDonald’s E-Gate, McDonald’s Lowokwaru, and McDonald’s Darmo. Online surveys help to collect a huge amount of data while interviews provide deep and clear opinions and feelings of the employees. McDonald’s is familiar to many people. When McDonald’s understands and learns more about the employees’ satisfaction and loyalty, it is able to provide better service to the customers. As a customer, we can gain higher satisfaction.
{"title":"I am proud working in McDonald’s: Are you a satisfied and loyal employee?","authors":"Law Lih Herng, Lavhinesh A/L Balaraman, Lee Chiew Ceng, Lee Hui Lin, Erika Dwi Amelia Rahmasari, Fadhila Puput Ramadhani, S. Srivastava, Juhi Sharma","doi":"10.32535/ijthap.v6i2.2328","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2328","url":null,"abstract":"One of the top fast-food restaurants in the world, McDonald's has more than 36,000 locations across the globe. In Malaysia, there are more than 320 branches country wide and they employ over 15000 employees around the country, supplying career, and development opportunities. This study aims to focus on how satisfied the employees are with their job and their loyalty towards the fast-food joint. Moreover, this study will also explain how the job satisfaction of the employees has a crucial part in shaping the employees' loyalty towards their workplace. For this study, we have surveyed the employees of five different McDonald’s branches in Malaysia and Indonesia, namely McDonald’s Kulim, McDonald’s Alma, McDonald’s E-Gate, McDonald’s Lowokwaru, and McDonald’s Darmo. Online surveys help to collect a huge amount of data while interviews provide deep and clear opinions and feelings of the employees. McDonald’s is familiar to many people. When McDonald’s understands and learns more about the employees’ satisfaction and loyalty, it is able to provide better service to the customers. As a customer, we can gain higher satisfaction.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"24 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"115414561","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 : 2023-06-20DOI: 10.32535/ijthap.v6i2.2344
Rosmelia Yusof, Lok Yee Huei, Nur Aisya Adnan, Nur Aliah Ilyana Jefry, Nur Aliana Sofea Syuhaimi, Nur Alieza Natasha Marzuki, Nilna Iffa Afifatia Fasya, Naura Nuhaa Tsabita
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.
{"title":"Contributing Factors to Customers Loyalty in Gadgets A Study on Apple Brand","authors":"Rosmelia Yusof, Lok Yee Huei, Nur Aisya Adnan, Nur Aliah Ilyana Jefry, Nur Aliana Sofea Syuhaimi, Nur Alieza Natasha Marzuki, Nilna Iffa Afifatia Fasya, Naura Nuhaa Tsabita","doi":"10.32535/ijthap.v6i2.2344","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2344","url":null,"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.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"29 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131809246","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 : 2023-06-20DOI: 10.32535/ijthap.v6i2.2321
Poh Lin Chang, Ying Chang, Celine Cassandra Chinnappan, Ming Hao Chai, Luisa María Arrieta Ladeuth
The success of a business depends on its use of marketing methods. Nestlé will always be prepared with comprehensive strategies to open a broader market to obtain customer satisfaction. This research aims to investigate the relationship between 4Ps marketing strategies including product, price, place, and promotion strategy with customer’ satisfaction. A total number of one hundred and sixty respondents who are Nestlé users participated in the survey to acknowledge whether those marketing strategies significantly affect customer satisfaction. Multiple linear regression was used to conduct hypothesis tests. The findings reveal that all elements of marketing strategies were significantly related to customer satisfaction. This research will provide some suggestions to increase Nestlé 's reputation and their customer satisfaction.
{"title":"Marketing Strategies in Delivering Customer Satisfaction: A case study of Nestlé","authors":"Poh Lin Chang, Ying Chang, Celine Cassandra Chinnappan, Ming Hao Chai, Luisa María Arrieta Ladeuth","doi":"10.32535/ijthap.v6i2.2321","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2321","url":null,"abstract":"The success of a business depends on its use of marketing methods. Nestlé will always be prepared with comprehensive strategies to open a broader market to obtain customer satisfaction. This research aims to investigate the relationship between 4Ps marketing strategies including product, price, place, and promotion strategy with customer’ satisfaction. A total number of one hundred and sixty respondents who are Nestlé users participated in the survey to acknowledge whether those marketing strategies significantly affect customer satisfaction. Multiple linear regression was used to conduct hypothesis tests. The findings reveal that all elements of marketing strategies were significantly related to customer satisfaction. This research will provide some suggestions to increase Nestlé 's reputation and their customer satisfaction.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"12 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132649384","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 : 2023-06-20DOI: 10.32535/ijthap.v6i2.2372
Zi Jian Oh, Gai Sin Liem, Liew Chu Han, L. Xing, Liew Qian Yie, Lim Boon Kang, Hasna Rania, M. Bahari, Dhani Ainurridho, Doly Difa Daifullah
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
{"title":"Customer Satisfaction on How McDonald's Performs on Post-Pandemic","authors":"Zi Jian Oh, Gai Sin Liem, Liew Chu Han, L. Xing, Liew Qian Yie, Lim Boon Kang, Hasna Rania, M. Bahari, Dhani Ainurridho, Doly Difa Daifullah","doi":"10.32535/ijthap.v6i2.2372","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2372","url":null,"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","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"65 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121927633","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 : 2023-06-20DOI: 10.32535/ijthap.v6i2.2342
D. Kee, Mohamad Haniff Hilman Wawi, Mohd Hidayat Ahmad Zohri, Hui Xin Mok, Man Nee Mok, Muhammad Ilham Rafif, Lina Silvia Lutfiani, Ubaidillah Hafizh, Haryo Gilar Priyambodo
Shopee is an e-commerce business that was launched in 2015. As of 2021, Shopee is regarded as Southeast Asia's largest e-commerce platform. In just a few years, Shopee has leveraged its strong competitive advantage to aggressively expand its presence in Southeast Asia and achieve a leading position in the highly competitive e-commerce space. Regarding total time spent in the app and monthly active users, the Shopee app is constantly ranked as the top app in the shopping category in Southeast Asia. This study seeks to ascertain the factors that affect customer satisfaction towards Shopee. Data were collected using an online survey. A total of two hundred respondents participated in the survey through Google Forms. The results revealed that most customers are satisfied with Shopee from the aspects of perceived usefulness, perceived benefits, perceived convenience as well as perceived trust. For instance, the findings of this study suggest that the factors such as perceived benefits and perceived trust have the most significant influence on customer satisfaction with Shopee. This study has brought valuable feedback and insights from Shopee's customers. It also enables Shopee to identify shortcomings and provide better services to customers in the future to improve customer satisfaction.
{"title":"Are You Satisfied With Shopee? A Study of Customer Satisfaction Towards Shopee","authors":"D. Kee, Mohamad Haniff Hilman Wawi, Mohd Hidayat Ahmad Zohri, Hui Xin Mok, Man Nee Mok, Muhammad Ilham Rafif, Lina Silvia Lutfiani, Ubaidillah Hafizh, Haryo Gilar Priyambodo","doi":"10.32535/ijthap.v6i2.2342","DOIUrl":"https://doi.org/10.32535/ijthap.v6i2.2342","url":null,"abstract":"Shopee is an e-commerce business that was launched in 2015. As of 2021, Shopee is regarded as Southeast Asia's largest e-commerce platform. In just a few years, Shopee has leveraged its strong competitive advantage to aggressively expand its presence in Southeast Asia and achieve a leading position in the highly competitive e-commerce space. Regarding total time spent in the app and monthly active users, the Shopee app is constantly ranked as the top app in the shopping category in Southeast Asia. This study seeks to ascertain the factors that affect customer satisfaction towards Shopee. Data were collected using an online survey. A total of two hundred respondents participated in the survey through Google Forms. The results revealed that most customers are satisfied with Shopee from the aspects of perceived usefulness, perceived benefits, perceived convenience as well as perceived trust. For instance, the findings of this study suggest that the factors such as perceived benefits and perceived trust have the most significant influence on customer satisfaction with Shopee. This study has brought valuable feedback and insights from Shopee's customers. It also enables Shopee to identify shortcomings and provide better services to customers in the future to improve customer satisfaction.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"82 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-06-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126253175","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 : 2022-10-20DOI: 10.32535/ijthap.v5i3.1903
Wan Yue Mock
As a tremendous expansion of online shopping on Shopee, Shopee Xpress Shipping Programme is launched to provide consumers with the most dependable pickup and delivery services. Nonetheless, Shopee Xpress encountered operational difficulties to meet Shopee's ever-increasing demand while ensuring consumer satisfaction. The objective of this research is to evaluate how satisfied consumers are with Shopee Xpress when they shop online on Shopee. In this research, four independent variables are studied, which are assurance, convenience, reliability, and price. A total of 150 respondents took part in an online survey via Google Forms. In conclusion, this research contributes to a deeper understanding of the consumer satisfaction of Shopee Xpress as an e-commerce service for online shopping on Shopee. Keywords: Consumer Satisfaction, E-commerce Service, Online Shopping, Shopee, Shopee Xpress
{"title":"Rise of Online Shopping in Shopee: Is Shopee Xpress Satisfying to Consumers?","authors":"Wan Yue Mock","doi":"10.32535/ijthap.v5i3.1903","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1903","url":null,"abstract":"As a tremendous expansion of online shopping on Shopee, Shopee Xpress Shipping Programme is launched to provide consumers with the most dependable pickup and delivery services. Nonetheless, Shopee Xpress encountered operational difficulties to meet Shopee's ever-increasing demand while ensuring consumer satisfaction. The objective of this research is to evaluate how satisfied consumers are with Shopee Xpress when they shop online on Shopee. In this research, four independent variables are studied, which are assurance, convenience, reliability, and price. A total of 150 respondents took part in an online survey via Google Forms. In conclusion, this research contributes to a deeper understanding of the consumer satisfaction of Shopee Xpress as an e-commerce service for online shopping on Shopee. Keywords: Consumer Satisfaction, E-commerce Service, Online Shopping, Shopee, Shopee Xpress","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"19 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130061600","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 : 2022-10-20DOI: 10.32535/ijthap.v5i3.1872
Agus Cahyana
Absorption of SMK graduates in the world of work is said to still beproblem crucia lTeFa learning at SMK Negeri 1 Garut by producing products/services resulting from student learning and the use of products/services by the community. Competence in Accounting and Financial Institutions (AKL) of SMK Negeri I Garut is still transforming towards the implementation of TeFa learning. The research methodology used includes a population consisting of students involved in TeFa, TeFa administrators, and educators. Data were obtained through questionnaires, observations and focus group discussions; and this research is a descriptive study using the SWOT analysis method and risk management review on the TeFa component. The results of the study indicate that the development TeFa learning uses a strength-opportunity of approach with moderate risk analysis results. The implication of implementing the (Strength-Opportunity) strategy is to accelerate the implementation of TeFa learning and have the impact of producing according to market Keywords: Risk Management; Strategy; SWOT; TeFa learning; Vocational High School
据说，通过生产学生学习和社区使用产品/服务产生的产品/服务，在SMK Negeri Garut学习的过程中，吸收SMK毕业生进入工作世界仍然是一个关键问题。SMK Negeri I Garut的会计和金融机构能力(AKL)仍在向实施TeFa学习转变。使用的研究方法包括参与TeFa的学生，TeFa管理人员和教育工作者。通过问卷调查、观察和焦点小组讨论获得数据;本研究采用SWOT分析法和风险管理综述对TeFa成分进行描述性研究。研究结果表明，发展英语学习采用优势-机会法，风险分析结果中等。实施(优势-机会)战略的意义在于加速TeFa学习的实施，并产生按市场生产的影响。关键词:风险管理;策略;SWOT;TeFa学习;职业高中
{"title":"Teaching Factory (TeFa) Learning Strategy and Risk Management at SMK Negeri 1 Garut","authors":"Agus Cahyana","doi":"10.32535/ijthap.v5i3.1872","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1872","url":null,"abstract":"Absorption of SMK graduates in the world of work is said to still beproblem crucia lTeFa learning at SMK Negeri 1 Garut by producing products/services resulting from student learning and the use of products/services by the community. Competence in Accounting and Financial Institutions (AKL) of SMK Negeri I Garut is still transforming towards the implementation of TeFa learning. The research methodology used includes a population consisting of students involved in TeFa, TeFa administrators, and educators. Data were obtained through questionnaires, observations and focus group discussions; and this research is a descriptive study using the SWOT analysis method and risk management review on the TeFa component. The results of the study indicate that the development TeFa learning uses a strength-opportunity of approach with moderate risk analysis results. The implication of implementing the (Strength-Opportunity) strategy is to accelerate the implementation of TeFa learning and have the impact of producing according to market Keywords: Risk Management; Strategy; SWOT; TeFa learning; Vocational High School","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125816073","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 : 2022-10-20DOI: 10.32535/ijthap.v5i3.1877
Liem Gai Sin
Malaysia entered the transition to endemic phase of the Covid-19 pandemic on April 1, 2022. After two years of fighting the pandemic, the transition to the endemic phase is an exit strategy that enables Malaysians to return to a nearly normal life. This paper examines whether customers will continue to use food delivery services now that most individuals are permitted to return to work physically. This study will also examine if perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude impact customer behavioral intention toward food delivery services and whether attitude mediates the aforementioned relationship. 200 Malaysians participated in the survey. The findings indicate that perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for meal delivery services. The link between perceived usefulness, ease of use, enjoyment, trust, social influence, and behavioral intention is mediated by attitude. Recommendations and consequences were presented. Keywords: Perceived usefulness, Ease of use, Enjoyment, Trust, Social influence, Attitude, Behavioral Intention, Malaysia.
{"title":"Will You Continue to Use Food Delivery Services During the Transition to the Endemic Phase of the Covid-19 Pandemic?","authors":"Liem Gai Sin","doi":"10.32535/ijthap.v5i3.1877","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1877","url":null,"abstract":"Malaysia entered the transition to endemic phase of the Covid-19 pandemic on April 1, 2022. After two years of fighting the pandemic, the transition to the endemic phase is an exit strategy that enables Malaysians to return to a nearly normal life. This paper examines whether customers will continue to use food delivery services now that most individuals are permitted to return to work physically. This study will also examine if perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude impact customer behavioral intention toward food delivery services and whether attitude mediates the aforementioned relationship. 200 Malaysians participated in the survey. The findings indicate that perceived usefulness, ease of use, enjoyment, trust, social influence, and attitude influence consumers' behavioral intentions for meal delivery services. The link between perceived usefulness, ease of use, enjoyment, trust, social influence, and behavioral intention is mediated by attitude. Recommendations and consequences were presented. Keywords: Perceived usefulness, Ease of use, Enjoyment, Trust, Social influence, Attitude, Behavioral Intention, Malaysia.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"3 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123558555","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 : 2022-10-20DOI: 10.32535/ijthap.v5i3.1904
Joe Yee Ong
MyRapid is the dominant player in Malaysia's public transportation industry. It innovates and drives public transportation systems in the country while providing public transportation services such as light rail transit (LRT), monorail, and bus services to connect millions of people from different states. This paper examines if the service quality of the public transport services influences customer satisfaction in Penang, Malaysia. The five dimensions of service quality include assurance, empathy, reliability, responsiveness, and tangibles. A total of 150 MyRapid users participated in the survey. Findings revealed that the only two dimensions of service quality, which are reliability and tangibles were significantly related to customer satisfaction whereas the other three dimensions are not supported. The findings provide insight into the public transportation industry to improve the public transportation system in Malaysia, given that service quality is a critical driver of customer satisfaction. Keywords: Customer satisfaction, Penang, Public transportation, Service quality, Malaysia
{"title":"Service Quality and Customer Satisfaction: A Study of MyRapid in Malaysia","authors":"Joe Yee Ong","doi":"10.32535/ijthap.v5i3.1904","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1904","url":null,"abstract":"MyRapid is the dominant player in Malaysia's public transportation industry. It innovates and drives public transportation systems in the country while providing public transportation services such as light rail transit (LRT), monorail, and bus services to connect millions of people from different states. This paper examines if the service quality of the public transport services influences customer satisfaction in Penang, Malaysia. The five dimensions of service quality include assurance, empathy, reliability, responsiveness, and tangibles. A total of 150 MyRapid users participated in the survey. Findings revealed that the only two dimensions of service quality, which are reliability and tangibles were significantly related to customer satisfaction whereas the other three dimensions are not supported. The findings provide insight into the public transportation industry to improve the public transportation system in Malaysia, given that service quality is a critical driver of customer satisfaction. Keywords: Customer satisfaction, Penang, Public transportation, Service quality, Malaysia","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"2 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2022-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"114604418","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}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：