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 4/6/2026

Three students who did not take the Mid-Term Test will retake it on 10 June 2026 at 11:00 AM (after class by Dr Tan). The scope of the test remains the same (Chapters 1 and 2). However, the format will require you to write out your answers.

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. 

Updated on 4/6/2026

Since some students are unable to access Turnitin, a new account has been created. All students are now required to submit their work through this new account. The previous account is faulty and should no longer be used. Please ensure your submission shows 0% AI detection and a low similarity index

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