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 28/4/2026

Title: Mid-Term Test

The mid-term test for 

-S3 on 13/5/2026 (Wednesday) during class, and 

-S2 on 15/5/2026 (Friday) during class.

The topics covered in this mid-term test are:
(a) Lecture 1
(b) Lecture 2
URL for Videos and URL for Slides

Rules:

1. No revision session shall be conducted before the mid-term test.

2. This mid-term test will be conducted once only, and no replacement test will be provided.

3. Students are required to bring their phone, laptop, or tablet to sit for this mid-term test in class. 

4. Students are fully responsible for the condition of their devices and the availability of a stable internet connection.

5. Continue to check this page for further updates.

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Group Assignment

My High Impact and The Best Quality Journal Articles

I uphold ethical publication, ensuring that my work is guided by integrity. I avoid excessive self-citation, and my contributions are driven by authentic research aimed at advancing the field.  

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