Advances in Global Economics and Business Journal

Bites and Bytes: Exploring Customer Experience and Satisfaction in Food Delivery Services: A Case Study of Foodpanda

YiWen Chen — 2025-06-20

Foodpanda, one of the popular food delivery platforms, offers customers a fast and convenient way to order meals from local restaurants directly to their homes. Our study examines key factors influencing customer experience and satisfaction with Foodpanda, with specific objectives to (1) assess the impact of perceived usefulness, ease of use, trust, risk, and convenience on customer experience; (2) evaluate how these factors influence customer satisfaction; and (3) analyze the relationship between customer experience and satisfaction in the context of Foodpanda’s services. Data was collected from 154 customers. Our findings show that perceived ease of use, perceived trust, and perceived convenience have a significant positive impact on customer experience, while perceived convenience and perceived ease of use also play a role in shaping customer satisfaction. Our study reveals a strong positive relationship between customer experience and customer satisfaction, demonstrating that enhancing customer experience leads to improved satisfaction levels. These findings highlight the critical importance of ease of use, trust, and convenience in influencing both customer experience and satisfaction within the food delivery industry

Factors Influencing Customer Satisfaction: A Case Study of Perodua

Thiam Yong Kuek — 2025-06-20

Perusahaan Otomobil Kedua Sdn Bhd or Perodua was founded in 1993. It is Malaysia's largest and first Energy-Efficient Vehicle (EEV) manufacturer. The company aims to provide Malaysians with full mobility through high-quality, useful products and services. The recent Daihatsu testing scandal raised concerns among Perodua customers, as it seemed to implicate Perodua vehicles. Although Malaysia’s Road Transport Department has cleared Perodua of any involvement in the scandal it remains essential to assess customer satisfaction with Perodua vehicles in light of this incident or other similar incidents in the future. Thus, this study attempts to explore the factors that affect customer satisfaction with emphasis on trust, brand image, perceived price fairness, and customer service as the factors. 150 Perodua customers participated, completing the quantitative research through a self-administered questionnaire. The collected data was analysed using SPSS software based on multiple regression analysis. The results showed that trust, brand image, and perceived price fairness greatly influence Perodua's customer satisfaction. With the ultimate goal of increasing customer satisfaction and competitive advantage in the automotive industry

Factors Influencing IKEA Purchase Decisions in Malaysia: Analysis Pricing, Convenience, Consumer Experience, and Loyalty

Kok Ban Teoh — 2025-06-20

This study investigates the factors influencing IKEA purchase decisions in Malaysia, focusing on pricing, convenience, consumer experience, and loyalty. The research analyzes how IKEA’s affordable pricing strategy enhances accessibility and consumer satisfaction. Convenience is examined through features like online ordering with pick-up points and well-designed store layouts, which reduce consumer effort and time. The study also explores the impact of IKEA’s digital platform, which allows free membership registration, providing benefits such as vouchers and exclusive gifts to foster consumer loyalty. Feedback collection through the website contributes to continuous improvement in consumer experience. This research offers insights into the effectiveness of these strategies and their role in shaping purchase decisions in Malaysia. Findings contribute to a deeper understanding of consumer behavior and provide actionable recommendations for enhancing retail strategies in the furniture industry.

Online Attraction: Investigating Digital Marketing’s Impact on Shopping Behavior in Shopee

Zi Kian Lim — 2025-06-20

This study investigates the impact of digital marketing on consumer shopping behavior on Shopee. Shopee is one of the famous e-commerce platform in Southeast Asia and Taiwan, based on downloads, monthly active users, and total time spent on the app for Android users. In this study, we examine mobile marketing, content marketing, social media marketing, and email marketing as our independent variables. We analyze the relationship between these four variables and consumer shopping behavior on Shopee. We collect the data by distributing a questionnaire to 150 Shopee users. Our findings show that digital marketing influence consumer shopping behavior significantly except for email marketing. We found that digital marketing will attract the consumer to visit Shopee. This enhances consumer trust and purchase intention, particularly among younger consumers, leading to greater engagement and improved sales performance on Shopee.

Sustainability Meets Strategy: Reaching the Environmentally Aware Consumer in the Fashion Industry

Yong Yu Lee — 2025-06-20

This study investigates how perceived green product attributes and corporate environmental responsibility influence eco-conscious consumer attitudes, purchase intentions, and customer loyalty, using Uniqlo Malaysia as the research context. Drawing upon social identity theory and the Theory of Planned Behavior, we develop and empirically test a model linking environmental cues to loyalty outcomes. Data from an online survey (N=121) reveal that while both green product attributes and corporate environmental responsibility positively affect eco-conscious consumer attitudes, the latter exerts a stronger influence. Moreover, eco-conscious consumer attitude predicts purchase intention, which in turn drives customer loyalty. These findings highlight the mediating roles of attitude and intention in translating environmental perceptions into enduring loyalty. This study contributes to the green marketing literature by elucidating the mechanisms through which sustainability commitments foster trust and engagement. It also provides managerial insights, suggesting that genuine corporate-level environmental actions and transparent communication enhance brand credibility and long-term loyalty.