Service Quality and Customer Experience: The Key to Building Sustainable Competitive Advantage in Fine Dine Restaurants

2017 ◽  
pp. 195-225
Author(s):  
Gaurav Tripathi ◽  
Kartik Dave
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
Customer Experience ◽  
Sustainable Competitive Advantage

Pengaruh kualitas Pelayanan, Kepercayaan Nasabah dan Teknologi Sstem Informasi Terhadap Kepuasan Nasabah di PT. TASPEN Cabang Padang

2021 ◽  
Vol 5 (1) ◽  
pp. 96-105
Author(s):  
Dewi Zulvia ◽  
Krisvia Krisvia
Keyword(s):  
Information System ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Design Research ◽  
Research Use ◽  
Sustainable Competitive Advantage ◽  
Short Term ◽  
Analysis Techniques

The key competitive advantage in a situation full of competition is the ability of the company in improving customer satisfaction. Customer satisfaction will be the key to success, not only in the short term but sustainable competitive advantage. The purpose of this research is to find out and analyse the influence the service quality, trust and technology information system on customer satisfaction in Taspen (Persero) compayny of Padang. Technique data collecting in this research use the questionnaire.  The sample taken by as much 100 people customers at PT. Taspen (Persero) Branch the Padang by using scale likert. Design research is quantitative with the hypothesis. Data analysis techniques using multiple linear regression using SPSS 25. This result indicates that the variable of 1) service quality have an effect on positive to customer satisfaction 2) trust have an effect on positive to customer satisfaction 3) technology information system have an effect on positive to customer satisfaction

Cultivating Emotional Branding Through Customer Experience Management

2018 ◽  
pp. 55-71
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Competitive Advantage ◽  
Positive Emotions ◽  
Customer Experience ◽  
Marketing Mix ◽  
Pivotal Role ◽  
Brand Strategy ◽  
Sustainable Competitive Advantage ◽  
Customer Experience Management ◽  
Market Driving ◽  
Holistic Manner

Emotional branding promotes customer's long-lasting psychological attachment to a brand. Customer experiences with products and services trigger emotional responses. Therefore, customer experience management is imperative for generating pleasant emotions. Yet the delivery of customer experiences is viewed in a holistic manner. Customer experience management can be effectively integrated into a brand strategy to drive customers' positive behavioural and attitudinal intentions. The customer experiences play a pivotal role in the generation of positive emotions. Adopting an appropriate combination and priority of experience elements is essential to create customer satisfaction, trust, and commitment in order to develop true loyalty. The traditional tactical approach of marketing-mix elements is purely marketing driven and does not fit well in the CEOs expectations. These experience-mix elements will help the organizations to become market driving, which is even beyond the market-driven approach and thus will generate sustainable competitive advantage.

Cultivating Emotional Branding Through Customer Experience Management

2019 ◽  
pp. 1346-1361 ◽  
Author(s):  
Shivani Saini ◽  
Jagwinder Singh
Keyword(s):  
Competitive Advantage ◽  
Positive Emotions ◽  
Customer Experience ◽  
Marketing Mix ◽  
Pivotal Role ◽  
Brand Strategy ◽  
Sustainable Competitive Advantage ◽  
Customer Experience Management ◽  
Market Driving ◽  
Holistic Manner

Emotional branding promotes customer's long-lasting psychological attachment to a brand. Customer experiences with products and services trigger emotional responses. Therefore, customer experience management is imperative for generating pleasant emotions. Yet the delivery of customer experiences is viewed in a holistic manner. Customer experience management can be effectively integrated into a brand strategy to drive customers' positive behavioural and attitudinal intentions. The customer experiences play a pivotal role in the generation of positive emotions. Adopting an appropriate combination and priority of experience elements is essential to create customer satisfaction, trust, and commitment in order to develop true loyalty. The traditional tactical approach of marketing-mix elements is purely marketing driven and does not fit well in the CEOs expectations. These experience-mix elements will help the organizations to become market driving, which is even beyond the market-driven approach and thus will generate sustainable competitive advantage.

Online Customer Experience

2014 ◽  
pp. 129-141 ◽  
Author(s):  
Emel Kursunluoglu Yarimoglu
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Customer Experience ◽  
Sustainable Competitive Advantage ◽  
Online Retailer ◽  
Online Retailers ◽  
Brick And Mortar ◽  
Customer Satisfaction And Loyalty

Internet has become one of the strongest components of commerce. The number of online customers continues to rise day to day and satisfying them is a vital issue in order for online companies to survive. Customer experience is important in e-commerce as well as in traditional commerce. Online customer experience is a unique subject that should be analyzed for gaining sustainable competitive advantage in e-commerce, since there are more intangible elements for online retailers than brick and mortar retailers. The main aim of this chapter is to identify the formation of online customer experience and to show the importance of online customer experience. If online customer experience is created by online retailer, customer satisfaction and loyalty can be developed later. For such reasons, factors that affect online customer experience and designing a Website for creating online customer experience are discussed in this chapter.

Determination Loyalty Based on Service Quality, Customer Satisfaction and Trust at Pt. Bpr Bukit Tanjung Badung

2018 ◽  
Vol 9 (02) ◽  
pp. 20473-20484 ◽  
Author(s):  
I Made Ngurah Oka Mahardika ◽  
Dr. I Nengah Suardhika, SE., MM ◽  
Dr. I Nengah Landra, SE., MM
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Loyalty ◽  
Financial Services ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Sustainable Competitive Advantage

Every company must have a competitive advantage to win the market. Important factor to be considered by business actor is consumer satisfaction. Consumer satisfaction must be a guideline to guide the entire organization in order to be able to meet customer satisfaction in order to become a sustainable competitive advantage. Satisfied customers will be willing to recommend to others to take advantage of BPR facilities. The purpose of this study is to test and confirm the relationship between service quality, satisfaction, trust and loyalty, in the financial services company PT. BPR Bukit Tanjung Badung. Respondents in this research are the condition of routine transactions at least 2 times and has a minimum balance of Rp.500.000,-. The number of respondents in this study determined 93 respondents by using sampling technique called proportional random sampling. This research uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program. The results of this study indicate that: 1) Service quality has a positive and significant impact on customer satisfaction, 2) Service quality has a positive and significant impact on customer confidence, 3) Service quality has positive but insignificant effect on customer loyalty, 4) satisfaction has positive and significant on customer loyalty, 5) satisfaction has a positive and significant impact on customer trust, 6) trust positively and significantly influence on customer loyalty.

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