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In today's highly competitive business world, practically all organizations recognize that high service quality is a critical weapon for gaining a competitive advantage. A business with high service quality will guarantee a high level of customer satisfaction and build customer loyalty. In this paper, the researchers aim to investigate how service quality and customer satisfaction influenced customer loyalty of Starbucks in Malaysia. Furthermore, this research adopts a questionnaire-based survey. A total of 100 observations were obtained and the gathered data were analyzed using SPSS. Besides, this study has offered new insights and suggested practical actions which aim to improve service quality, increase customer satisfaction and retain and create customer loyalty in the fastfood industry.

Purpose The contribution of this study aims to twofold: First, it provides an overview of the current state of research on cyberattacks on Chinese supply chains (SCs). Second, it offers a look at the Chinese Government’s approach to fighting cyberattacks on Chinese SCs and its calls for global governance. Design/methodology/approach A comprehensive literature review was conducted on Clarivate Analytics’ Web of Science, in Social Sciences Citation Index journals, Scopus and Google Scholar, published between 2010–2021. A systematic review of practitioner literature was also conducted. Findings Chinese SCs have become a matter of national security, especially in the era of cyber warfare. The risks to SC have been outlined. Cybersecurity regulations are increasing as China aims to build a robust environment for cyberspace development. Using the Technology-organization-environment (TOE) framework, the results show that the top five factors influencing the adoption process in firms are as follows: relative advantage and technological readiness (Technology context); top management support and firm size (Organization context) and government policy and regulations (Environment context). Research limitations/implications This review focuses on cyberattacks on Chinese SCs and great care was taken when selecting search terms. However, the author acknowledges that the choice of databases/terms may have excluded a few articles on cyberattacks from this review. Practical implications This review provides managerial insights for SC practitioners into how cyberattacks have the potential to disrupt the global SC network. Originality/value Past researchers proposed a taxonomic approach to evaluate progress with SC integration into Industry 4.0; in contrast, this study is one of the first steps toward an enhanced understanding of cyberattacks on Chinese SCs and their contribution to the global SC network using the TOE framework.

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