INFOZONES for Students

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Semester 2 2025/2026

Note: L10 is suggested to be conducted online

Red Font: Holidays

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BTMS 2053 Service Management

Latest on 28/5/2026 

Lecture 13 will be held on 10 May 2026 (S3) and 12 May 2026 (S2). Attendance is compulsory to ensure your attendance record is complete. Failure to do so may result in being barred from the final examination. We will do revision for final examination too. 

Posted 20/5/2026

1. Individual Assignment is available on ULearn. 

2. Due date for Turnitin submission: 6/6/2026 20:00 (8pm). 

*5% will be deducted if no submission to Turnitin.

3. Due date for Ulearn submission: 6/6/2026 22:00 (10pm)

4. No AI is allowed. (0%)

*5% will be deducted if using AI.  

We have completed 

a. mid term test 20%

b. group assignment 25%

My High Impact and The Best Quality Journal Articles

I uphold ethical publication, ensuring that my work is guided by integrity. I avoid self-citation and citation circles, focusing on  authentic research that advances the field and aligns with global academic standards.   

1. 2026: Development of Quality-of-Life-Technology (QoLT) Product and Service Design Model for the Elderly Paper available

2. 2024: Ant Financial in establishing the early stage of the Alipay eco system in Malaysia. Paper available 

3. 2020: Alipay entered Malaysia: a closer look at the new market entry strategy driven by Chinese tourists. Paper available 

4. 2017: Service quality implementation in shaping sustainable banking operating system: A case study of Maybank Group. Paper available 

5. 2017: A holistic perspective on sustainable banking operating system drivers: A case study of Maybank group. Paper available 

6. 2016: Ethical banking in practice: a closer look at the Co-operative Bank UK PLC. Paper available 

7. 2015: Exploring manager's perspective of service quality strategies in Malaysian banking industry. Paper available