Pub Date : 2022-10-20DOI: 10.32535/ijthap.v5i3.1878
Liem Gai Sin
This J&T Express is a courier company in Southeast Asia that emphasizes customer-oriented service and efficiency. Many shopping platforms such as Lazada, Shopee, Tiktok, and others have chosen J&T Express as one of their logistic partners. This research provides consumers' evaluation of every detail of J&T Express' operations and how the company improves and maintains those evaluations. The research examines how customer satisfaction is influenced by price, convenience, service quality, and safety. We applied SPSS to test hypotheses with a sample size of 150 customers. The online survey was carried out through Google Forms. The findings revealed that customer satisfaction was strongly influenced by service quality, safety, and price when using J&T Express. Keywords: Convenience, Customer Satisfaction, J&T Express, Price, Safety, Service Quality.
{"title":"Factors Affecting Customer Satisfaction at J&T Express in Malaysia","authors":"Liem Gai Sin","doi":"10.32535/ijthap.v5i3.1878","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1878","url":null,"abstract":"This J&T Express is a courier company in Southeast Asia that emphasizes customer-oriented service and efficiency. Many shopping platforms such as Lazada, Shopee, Tiktok, and others have chosen J&T Express as one of their logistic partners. This research provides consumers' evaluation of every detail of J&T Express' operations and how the company improves and maintains those evaluations. The research examines how customer satisfaction is influenced by price, convenience, service quality, and safety. We applied SPSS to test hypotheses with a sample size of 150 customers. The online survey was carried out through Google Forms. The findings revealed that customer satisfaction was strongly influenced by service quality, safety, and price when using J&T Express. Keywords: Convenience, Customer Satisfaction, J&T Express, Price, Safety, Service Quality.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"92 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":"132877910","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.v5i3.1648
Stefani I. Angmalisang
This study aims to measure the level of quality of Pos Express delivery services in Manado city during the pandemic of Covid19. The study using Servqual theory measurement method by Parasuraman (1985), by distributing questionnaires to consumers. Its asking their expectations and perceptions about the quality of Pos Express services in Manado city, then calculating the difference between both. The results show the magnitude of service quality. The research sample is 100 respondents, who have met the research requirements, which is at least 2 times using these services. The results obtained are the overall servqual value is -0.31, meaning that the quality of Pos Express services in Manado city still does not meet consumer expectations.
{"title":"Pos Express Delivery Services in Manado City Using Servqual Method","authors":"Stefani I. Angmalisang","doi":"10.32535/ijthap.v5i3.1648","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1648","url":null,"abstract":"This study aims to measure the level of quality of Pos Express delivery services in Manado city during the pandemic of Covid19. The study using Servqual theory measurement method by Parasuraman (1985), by distributing questionnaires to consumers. Its asking their expectations and perceptions about the quality of Pos Express services in Manado city, then calculating the difference between both. The results show the magnitude of service quality. The research sample is 100 respondents, who have met the research requirements, which is at least 2 times using these services. The results obtained are the overall servqual value is -0.31, meaning that the quality of Pos Express services in Manado city still does not meet consumer expectations.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"66 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":"125459360","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.v5i3.1902
Shing Yee Lim
Due to the burgeoning competition in the retail coffee industry, standing out among numerous coffeehouse brand chains is crucial for Starbucks. Customers ever have more options to choose from and obtaining customer satisfaction is essential for Starbucks to stay in a winning position in the market. The COVID-19 pandemic, on the other hand, has altered everything, including how retailers serve their customers. This research examines whether service quality, perceived convenience, product, and promotion influence customer satisfaction post-Covid 19 Pandemic. A total of 185 participants have participated in the online survey via Google Forms and all data was analyzed using SPSS. The results show that service quality, perceived convenience, product and promotion positively impact customer satisfaction. These findings can provide meaningful insights and a few recommendations are suggested to Starbucks. Keywords: Service Quality, Perceived Convenience, Product, Promotion, Customer Satisfaction, COVID-19, Starbucks.
{"title":"Customer Satisfaction on Starbucks Malaysia Post-Covid 19 Pandemic","authors":"Shing Yee Lim","doi":"10.32535/ijthap.v5i3.1902","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1902","url":null,"abstract":"Due to the burgeoning competition in the retail coffee industry, standing out among numerous coffeehouse brand chains is crucial for Starbucks. Customers ever have more options to choose from and obtaining customer satisfaction is essential for Starbucks to stay in a winning position in the market. The COVID-19 pandemic, on the other hand, has altered everything, including how retailers serve their customers. This research examines whether service quality, perceived convenience, product, and promotion influence customer satisfaction post-Covid 19 Pandemic. A total of 185 participants have participated in the online survey via Google Forms and all data was analyzed using SPSS. The results show that service quality, perceived convenience, product and promotion positively impact customer satisfaction. These findings can provide meaningful insights and a few recommendations are suggested to Starbucks. Keywords: Service Quality, Perceived Convenience, Product, Promotion, Customer Satisfaction, COVID-19, Starbucks.","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":"125921644","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.v5i3.1890
Pavitra A/P Elanchelian
IKEA is a fast-growing multinational home furnishings company started in 1943 in Sweden. Using a comparative analysis of the IKEA brand in Malaysia and China, this research intends to analyze the relationship between brand attitude, brand experience, brand love, and word of mouth. The data collected from China (N=100) and Malaysia (N=100) revealed that brand attitude, brand experience, and brand love impact word of mouth. This paper contributes to the fast-growing consumer-brand relationships literature by exploring the role of brand attitude, brand experience, and brand love in retail brands in China and Malaysia. It also intends to understand better how to build and nurture effective brand attitude, brand experience, and brand love to elicit intense and passionate feelings towards retail brands. Keywords: Brand Attitude, Brand Experience, Brand Love, China, IKEA, Malaysia, Word of Mouth
{"title":"Brand Attitude, Brand Experience, Brand Love and Word of Mouth: Evidence from China and Malaysia's IKEA","authors":"Pavitra A/P Elanchelian","doi":"10.32535/ijthap.v5i3.1890","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1890","url":null,"abstract":"IKEA is a fast-growing multinational home furnishings company started in 1943 in Sweden. Using a comparative analysis of the IKEA brand in Malaysia and China, this research intends to analyze the relationship between brand attitude, brand experience, brand love, and word of mouth. The data collected from China (N=100) and Malaysia (N=100) revealed that brand attitude, brand experience, and brand love impact word of mouth. This paper contributes to the fast-growing consumer-brand relationships literature by exploring the role of brand attitude, brand experience, and brand love in retail brands in China and Malaysia. It also intends to understand better how to build and nurture effective brand attitude, brand experience, and brand love to elicit intense and passionate feelings towards retail brands. Keywords: Brand Attitude, Brand Experience, Brand Love, China, IKEA, Malaysia, Word of Mouth","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"275 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":"123287067","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.v5i3.1723
I. D. G. Satrya
Tanjung Papuma is a beach that has become a tourist spot in Jember Regency, East Java, Indonesia. Tanjung Papuma is located in a protected forest area managed by Perhutani. This forest is still natural in which it is a habitat for various flora and fauna such as deer, partridges, to Javanese langurs. Considering the Tanjung Papuma area which is a protected forest, it is necessary to develop ecotourism-based tourism. The ecotourism development that has been carried out will be linked to attracting visiting interest for Generation Z. Generation Z was chosen as the research subject because sustainable tourism behavior is increasingly being recognized as a popular topic among young tourists. The research method used is qualitative with the type of case study research. In extracting data, it is done through observation and interview methods. Interviews were conducted directly by researchers with key informants from tourism object managers, residents, and generation Z. The results showed management of the Tanjung Papuma has carried out tourism development by paying attention to ecotourism principles. However, some aspects are not optimal and need to be improved.
{"title":"Ecotourism Development in the Tanjung Papuma Area, Jember Regency to Attract Generation Zs Visiting Interest","authors":"I. D. G. Satrya","doi":"10.32535/ijthap.v5i3.1723","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1723","url":null,"abstract":"Tanjung Papuma is a beach that has become a tourist spot in Jember Regency, East Java, Indonesia. Tanjung Papuma is located in a protected forest area managed by Perhutani. This forest is still natural in which it is a habitat for various flora and fauna such as deer, partridges, to Javanese langurs. Considering the Tanjung Papuma area which is a protected forest, it is necessary to develop ecotourism-based tourism. The ecotourism development that has been carried out will be linked to attracting visiting interest for Generation Z. Generation Z was chosen as the research subject because sustainable tourism behavior is increasingly being recognized as a popular topic among young tourists. The research method used is qualitative with the type of case study research. In extracting data, it is done through observation and interview methods. Interviews were conducted directly by researchers with key informants from tourism object managers, residents, and generation Z. The results showed management of the Tanjung Papuma has carried out tourism development by paying attention to ecotourism principles. However, some aspects are not optimal and need to be improved.","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"48 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":"128939338","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.v5i3.1889
Nur Izzati Binti Khairul Anuar
Shopee is an international company that focuses mainly on e-commerce. It is also known for being one of the globe's most significant and advanced online markets. Due to the pandemic outbreak, the company has boosted rapidly to serve consumers and sellers in different countries across America and Europe who wanted to make a purchase and sell their products online, with 343 million monthly visits. Shopee provides customers with a simple, fast, and delightful online shopping experience that millions worldwide enjoy daily. The study's objective is to examine the customer expectations, experiences and satisfaction levels toward using e-commerce Shopee during the COVID-19 pandemic in Malaysia. A total of 110 Shopee users from Malaysia participated in an online survey via a google form. Our findings provide new insights into customer expectations, experiences and satisfaction, which are helpful for the company. This study also provides recommendations that lead to improved customer satisfaction. Keywords: Shopee, E-Commerce, Expectations, Experiences, Customer Satisfaction, COVID-19, Malaysia
{"title":"A Case Study of Customer Experiences, Expectations and Satisfaction Level toward Services provided by E-Commerce Shopee during COVID-19 Pandemic in Malaysia","authors":"Nur Izzati Binti Khairul Anuar","doi":"10.32535/ijthap.v5i3.1889","DOIUrl":"https://doi.org/10.32535/ijthap.v5i3.1889","url":null,"abstract":"Shopee is an international company that focuses mainly on e-commerce. It is also known for being one of the globe's most significant and advanced online markets. Due to the pandemic outbreak, the company has boosted rapidly to serve consumers and sellers in different countries across America and Europe who wanted to make a purchase and sell their products online, with 343 million monthly visits. Shopee provides customers with a simple, fast, and delightful online shopping experience that millions worldwide enjoy daily. The study's objective is to examine the customer expectations, experiences and satisfaction levels toward using e-commerce Shopee during the COVID-19 pandemic in Malaysia. A total of 110 Shopee users from Malaysia participated in an online survey via a google form. Our findings provide new insights into customer expectations, experiences and satisfaction, which are helpful for the company. This study also provides recommendations that lead to improved customer satisfaction. Keywords: Shopee, E-Commerce, Expectations, Experiences, Customer Satisfaction, COVID-19, Malaysia","PeriodicalId":439981,"journal":{"name":"International Journal of Tourism & Hospitality in Asia Pasific","volume":"384 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":"127305910","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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