Customer Satisfaction and Value as Drivers of Business Success for Fine Dining Restaurants

2006 ◽  
Vol 28 (1) ◽  
pp. 89-102 ◽  
Author(s):  
Raj Arora ◽  
Joe Singer
Keyword(s):  
Customer Satisfaction ◽  
Business Success

Determining the Role of Customer Satisfaction in Gaining Customer Loyalty among Cafés

2020 ◽  
Vol 8 (1) ◽  
pp. 74-85
Author(s):  
Allen Joshua P. Cuñado ◽  
Cathlyn Mae Painagan ◽  
Jeshnin Ann L. Cuñado ◽  
Ella Marie D. Palmada ◽  
Zenar Jane A. Mumar ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Pearson Correlation ◽  
Correlation Coefficients ◽  
Significant Degree ◽  
Business Success ◽  
Research Approach ◽  
Chi Square ◽  
Chi Square Test

Café as an establishment primarily sells refreshing drinks, snacks, and light meals, with coffee being their flagship product. This type of business is steadily multiplying around the city of Tagbilaran, Bohol, Philippines. Customers have linked to business success as well as customer satisfaction and customer loyalty. This study was implemented to analyze the role of customers’ satisfaction in gaining customers’ loyalty, specifically among purposively selected cafés. The quantitative method of research approach was used with the aid of questionnaires. The data gathered were statistically treated making use of frequency, composite means, weighted mean, chi-square test, and Pearson correlation coefficients. The respondents included 210 customers from the purposively selected cafés. Results showed respondents to be very satisfied (VS) for the Product; for the price; for the place; for the service quality; and moderately satisfied (MS) for promotion. Results further showed that there is a significant degree of relationship between customer satisfaction and customer loyalty.

scholarly journals THE EFFECTS OF MOBILE SERVICE QUALITIES ON CUSTOMER REUSE INTENTION OF GOJEK SUPER APP

2020 ◽  
Vol 8 (4) ◽  
pp. 1134-1146
Author(s):  
Adisthy Shabrina Nurqamarani ◽  
LCA Robin Jonathan ◽  
Elvyani NH Gaffar ◽  
Andi Indrawati
Keyword(s):  
Customer Satisfaction ◽  
Mobile Services ◽  
Partial Least Square ◽  
Least Square ◽  
Business Success ◽  
Mobile Service ◽  
Marginal Effect ◽  
Consumer Loyalty ◽  
Quality Factors ◽  
Online Questionnaire

Purpose: Customer satisfaction and reuse intention are fundamental to business success, no exception in digital business. Therefore, the purpose of the study is to determine the dimensions of mobile service quality and its effects on customer satisfaction and reuse intention. Gojek is selected as it is the first super app in the world at once the first “decacorn” company in Indonesia. Methodology: This is a quantitative analysis approach explanatory test. The data were gathered using a purposeful sampling approach using an online questionnaire. The aim of this analysis is to evaluate data from 384 respondents using Warp Partial Least Square 6.0. Main Findings: The result indicates that customer satisfaction directly influences content, program, and digital payment quality. The reuse aim often has a beneficial impact on knowledge efficiency, program functionality, and consumer service. Digital payment accuracy, nevertheless, has a marginal effect on reuse purposes. The finding also reveals that the consistency of the program is the main driver for consumer loyalty and reuse. Implications/Applications: The analysis is critical because in the super application it illustrates quality factors. While the research refers to the Gojek super program, this analysis relates to customers' feedback and the plan to use it on mobile apps. Novelty/originality of this study: This work is an early attempt to detect mobile quality factors that impact reuse in the super application. There is still limited research on the effects of quality mobile services in the super app. The research analyzed the standard of mobile services consisting of knowledge standard, device quality, and super-application digital payment efficiency. The research offered insight into the most significant variables that influence consumer loyalty and the ability to reuse.

scholarly journals Customer satisfaction as a mediator between causes (trust and communication) and the outcome (customer loyalty) in business-to-business relationship marketing in the South African cement manufacturing industry

2015 ◽  
Vol 4 (3) ◽  
pp. 79-88 ◽  
Author(s):  
Phineas Mbango ◽  
Maxwell Agabu Phiri
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Manufacturing Industry ◽  
Methodological Approach ◽  
Structural Equations ◽  
Cement Industry ◽  
Theory And Practice ◽  
Business Success ◽  
Sequential Logic ◽  
Business To Business

Customer loyalty has become more relevant in the cement industry since the unbundling of the cartel system in 1994, the entrance of new competitors into the market and the effect of globalization. This study’s literature review reveals that there is limited published research in the Cement Industry, particularly in South Africa, which deals with customer loyalty management. The major objective of the study was to test satisfaction as a mediator between causes and outcome, the causes being trust and communication and the outcome being customer loyalty. The methodological approach followed was a survey and quantitative in nature. Data were collected from 362 major business-to-business cement customers throughout South Africa’s nine provinces using the face-to-face interview technique with self-administered questionnaires. The data collected in the empirical study were analysed using the structural equations modelling (SEM). The results show that in order to maintain customer loyalty, a cement supplier has to focus on strategies to build relationships on the basis of creating customer satisfaction and/or exceeding customer needs and wants. They also need to invest in enhancing customer trust and communication. Another important finding is that trust and communication have no direct effect on loyalty. Customer satisfaction is therefore the most important mediator as it leads to customer loyalty. Customer loyalty is crucial for business success in terms of repeat purchase, referrals (word-of-mouth marketing), retention and long-term profitability. There exists evidence from literature of an outcry for a need for future studies to examine causes and outcomes of satisfaction to specific industries. This study contributes to theory and practice by closing that gap, by providing a framework of causes and outcomes of satisfaction specifically aimed at the cement industry. Another contribution of this study is its examination of the sequential logic of causes and outcomes of satisfaction in business-to-business relationships in the cement industry. This study hopes to make a practical contribution in helping marketing managers of cement companies to come up with marketing strategies of ensuring customer loyalty

Customer Relations

2020 ◽  
pp. 145-164
Author(s):  
Philippe D’Iribarne ◽  
Sylvie Chevrier ◽  
Alain Henry ◽  
Jean-Pierre Segal ◽  
Geneviève Tréguer-Felten
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Social Relations ◽  
Customer Relations ◽  
Cultural Background ◽  
Business Success ◽  
Business Transactions ◽  
Good Customer Service ◽  
Cultural Marketing ◽  
Business To Business

Everywhere customer satisfaction is crucial to business success. As a result, cross-cultural marketing has extensively studied the specific cultural expectations of customers regarding products and services. It has also investigated the influence of cultures on negotiation processes, especially in business-to-business transactions. However, the literature has overshadowed that what customer relations mean and how they are maintained vary across cultures. Three examples from China, France, and Côte d’Ivoire respectively illustrate different conceptions of customer relations. In each country, relations to customers make sense according to the prevailing forms of social relations. Providing, as well as obtaining, good customer service in each context requires an understanding of that specific cultural background.

Study On Factors That Impede The Success Of Retail And Wholesale Industry: A Case Study On Consumer Selection Decision Towards Retail Business At Alor Setar, Kedah

2015 ◽  
Vol 1 (5) ◽  
pp. 44-52
Author(s):  
Jimisiah J ◽  
Nur Tasnim KZ ◽  
Khairul Firdaus A ◽  
Sallaudin SH
Keyword(s):  
Customer Satisfaction ◽  
Business Success ◽  
Store Choice ◽  
Chi Square ◽  
Retail Business ◽  
Score Analysis ◽  
Selection Decision ◽  
And Gender ◽  
The Relationship

The rapid grown of urban development in Malaysia has increased the number of grocery retail outlets that provides a variety of products. Due to this situation customers have become accustomed to visits multiple outlets. Retailers have recognized this trend and noticed that customer satisfaction plays a role in their business success. Therefore, it has become important for grocery retail store to identify the factor of customer selection decision. This study was conducted at three selected store, namely Mydin, Giant and Tesco in AlorSetar, Kedah. A sample from 190 respondents was collected using a set of questionnaires. Data was analyzed using summative score analysis, comparative analysis and chi-square independence test. Factors that are found significant are location, facility, process, product quality and value for money. Chi-square is used in measuring the relationship among the supporting factors, age, frequency, and gender and store choice. Thus, several recommendations are presented to improve customer satisfaction and loyalty of their customers

scholarly journals Comparative Analysis of Results of Online and Offline Customer Satisfaction & Loyalty Surveys in Banking Services in Montenegro

2017 ◽  
Vol 6 (2) ◽  
pp. 65-76 ◽  
Author(s):  
Milorad Jovović ◽  
Bojana Femić-Radosavović ◽  
Milena Lipovina-Božović
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Theory And Practice ◽  
Business Success ◽  
Banking Services ◽  
Positive Effects ◽  
Starting Point ◽  
Analysis Of Results ◽  
Survey Results

Abstract The logic that customer satisfaction is the starting point of marketing and business activities is based on the assumption that customer satisfaction leads to customer loyalty, keeping in mind all of the positive effects that customer loyalty has on business success of an organization. Because of this, marketing and management theory and practice dedicate particular attention to the concepts of customer satisfaction and loyalty. In this paper we will use the surveys of customers of banking services not only to show the levels of their satisfaction and loyalty, but also to make a comparative analysis of data obtained through online and offline research. This approach was made possible because the research was carried out on a sample which was divided in two groups. All of the participants answered the questions from a unique questionnaire, however, one group took the survey via the Internet (online) while data from the other group of participants was collected in the field by using printed questionnaires (offline). The findings of the comparative analysis of online and offline survey results are presented in the final part of the paper.

scholarly journals Examination of Satisfaction Level of Bank Service Customers Using Servqual Model

2018 ◽  
Vol 56 (4) ◽  
pp. 475-486
Author(s):  
Velida Zimonjić
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Research ◽  
Banking Sector ◽  
Business Success ◽  
Satisfaction Level ◽  
Measurement Models ◽  
Level Of Satisfaction ◽  
High Level

Abstract Customers, their needs, wishes and expectations have to be in the focus of each market-oriented enterprise, whose aim is to survive and develop in the conditions of continuous changes of environment and pronounced degree of competence. The aim of this paper is to emphasise the importance of customer satisfaction linked to service quality using theoretical survey and empirical research, point to factors that influence its level and present the measurement models in order to provide adequate reaction of the enterprise. Special attention is paid to the examination of relationship between the customer satisfaction, expectations, loyalty and service quality. The establishment and maintenance of long-term relationships based on high level of satisfaction through delivery of superior service quality leads to customer loyalty, whereby loyalty is a precondition for repurchase and realisation of business success of an enterprise. Since banking sector is extremely turbulent and characterised by strong competition, the empirical research conducted by the author using SERVQUAL model is aimed at examination of the satisfaction level of bank service customers and consequently making relevant recommendations and conclusions.

scholarly journals Retail Enterprise Management

2021 ◽  
Vol 3 (1) ◽  
pp. p11
Author(s):  
Vidovic Aleksandra, PhD
Keyword(s):  
Customer Satisfaction ◽  
Enterprise Management ◽  
Business Success ◽  
Point Of Sale ◽  
Use Of Space ◽  
Basic Task ◽  
Successful Business ◽  
Sales Success ◽  
Retail Enterprise

The basis of every business success is sales, the basic task is to create a certain situation and environment in which sellers and buyers will be satisfied, every successful business is based on customer satisfaction. This paper deals with the issue of management in retail companies, i.e., the transition from small shops to large supermarkets that can meet all today’s needs. The aim of this paper is to explore how to achieve efficient business with the optimization of the range and optimize the use of space, and the purpose of the research is to present a set of activities that affect sales success, which include care of the range, positions within the point of sale, promotions, prices and more. The conclusions of the research speak about the connection between the observed variables that can be useful in making effective decisions. The paper tests the set hypothesis where H0- Management in retail companies can achieve faster and higher purchase of individual items by end consumers.

scholarly journals The Effect of Service Quality on Customers’ Satisfaction of Inter-District Public Bus Companies in the Central Region of Sarawak, Malaysia

2021 ◽  
Vol 13 (2) ◽  
pp. 53
Author(s):  
Adler Hilary Laisak ◽  
Anita Rosli ◽  
Nurzalikha Sa’adi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Central Region ◽  
Business Success ◽  
For Profit ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

Service quality is a vital factor that influences customer satisfaction. For profit organizations such as public bus companies, high customer satisfaction is a sign for business success and the ability to create long-term relationships with their customers. This research is to assess the effects of service quality attributes on customers’ satisfaction towards service quality provided by inter-district public bus companies in the Central Region of Sarawak. The research adapted SERVQUAL model proposed by Parasuraman, Zeithaml and Berry (1988). A total of 400 respondents were obtained among inter-district public bus users through a convenient sampling method. The mean score for customers’ satisfaction was 2.24, which means the level of customer satisfaction towards the service quality of inter-district buses in the Central Region was low. Meanwhile, the result from the multiple regression analysis showed that service quality dimensions of empathy, assurance, and responsibility had significant effects on customers’ satisfaction. The inter-district public bus companies in the Central Region of Sarawak should improve their service quality by building and obtaining customer trust to keep existing customers and at the same time to attract potential customers. Good customers’ experience towards service and the power of word mouth are marketing tools to enhance business reputation relative to other competitors.

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