Article Per Year (5 Year)
p-Index From 2019 - 2024
0.444
P-Index
This Author published in this journals
All Journal International Journal of Tourism and Hospitality in Asia Pasific
Siti Nur Hilmin
Universitas Airlangga
Humanities

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Analysis of The Impact of COVID-19 pandemic on Consumer Satisfaction: A study of McDonald’s Food Delivery Jie Yi Ng; Chiao Qing Ng; Siti Nur Hilmin; Chi Yen Ng; Naszatul Faizah Nasharuddin
International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP) Vol 5, No 2 (2022): June Edition of International Journal of Tourism & hospitality in Asia Pasific
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (346.446 KB) | DOI: 10.32535/ijthap.v5i2.1588

Abstract

McDonald's is the world's well-known fast-food corporation. Consequently, McDelivery as a food delivery service has been commonly used and popular in most countries. The objective of this study research is to investigate and analyze the impact of the COVID-19 pandemic on consumer satisfaction towards McDonald’s food delivery. To better understand the findings of the research, an online survey has been carried out to collect the data needed. This survey involved 112 Malaysian and Indonesian respondents and the data were analyzed by the SPSS software. The findings show that perceived usefulness and perceived price are the most significant factors in enhancing customer satisfaction with McDelivery apps and websites. Conversely, the perceived ease of use and perceived trust had no significant impact on customer satisfaction. Keywords: Consumer Behavior, Consumer Satisfaction, COVID-19, Food delivery, McDelivery, Perceived Price, Perceived Usefulness.
Factors Influencing Customer Satisfaction? A Case Study of Watson’s Personal Care Store in Malaysia Anak Agung Gde Satia Utama; Alia Balqis; Amalia Damia; Amir Aiman; Andrea Suvarie; Siti Nur Hilmin
International Journal of Tourism and Hospitality in Asia Pasific (IJTHAP) Vol 6, No 3 (2023): October Edition International Journal of Tourism and Hospitality in Asia Pasific
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i3.1876

Abstract

Watson’s Personal Care Store is Asia's top health and beauty retailer since 1828 which strives to satisfy customers' expectations through marketing strategies, a wide selection of high- quality products at excellent value and an interesting customer experience. Approximately three billion customers shop both in stores and online every year. To remain competitive in the retail business, Watsons is constantly seeking efficient ways to satisfy customers' needs while also overcoming the growing competition's challenges. This study's objective is to determine whether service quality, perceived trust, perceived convenience, and product pricing have a significant correlation with customer satisfaction, which may lead to customer loyalty. This research will examine approximately 150 Watson’s customers from Malaysia. The respondents were asked to answer a questionnaire via Google Form that researchers have spread through online platforms. SPSS was used to analyze our data. Once the data has been collected the results from the respondents were expected that service quality does affect customer loyalty and satisfaction. Our results indicate that service quality, perceived trust, perceived convenience, and product pricing have a significant relationship with customer satisfaction. Additionally, we discovered that customer satisfaction has an approximately complete mediating effect on customer loyalty. The findings will reveal new perspectives on customer satisfaction of Watson’s Personal Care Store.
Co-Authors Alia Balqis Amalia Damia Amir Aiman Andrea Suvarie Chi Yen Ng Chiao Qing Ng Jie Yi Ng Naszatul Faizah Nasharuddin Satia Utama, Anak Agung Gde