The Effect of O2O Quality on Customer Satisfaction and Repurchase Intention: Based on Chinese Service Experiences

Waralaba merupakan bentuk bisnis ritel khususnya restoran yang semakin berkembang dan menjanjikan. Persaingan menjadi semakin ketat ditambah masuknya franchisor asing. Loyalitas pelanggan merupakan kunci untuk memenangkan persaingan. Tujuan dari penelitian ini adalah untuk menganalisis Trust, Affective commitment, Continuance commitment terhadap Repurchase intention. Responden sebagai sampel dalam penelitian ini sebanyak 200 responden yang berkunjung ke restoran waralaba lokal, yang dipihih dengan menggunakan teknik Purposive sampling. Selanjutnya, metode analisis data menggunakan Teknik Structural Equation Model. Hasil penelitian menemukan bahwa seluruh Hipotesis yang dikemukakan dapat didukung, dimana (1) terdapat pengaruh positif Trust terhadap Affective commitment, (2) terdapat pengaruh positif Trust terhadap Continuance commitment, (3) terdapat pengaruh positif Affective trust terhadap Repurchase intention, (4) terdapat pengaruh positif Continuance commitment terhadap Repurchase intention, dan (5) terdapat pengaruh positif Trust terhadap Repurchase intention. Selanjutnya, ditemukan pula bahwa (1) Affective dan Continuance commitment merupakan variabel mediasi antara Trust dan Repurchase intention, dan (2) Continuance commitment merupakan faktor yang lebih kuat dalam mempengaruhi Trust, dan Repurchase intention dibandingkan Affective commitment. Untuk penelitian selanjutnya disarankan agar penelitian ini diterapkan pada jenis waralaba lokal lainnya, seperti department store, convenience store, specialty store, supermarket, dan hypermarket, serta menambahkan Service quality dan Customer satisfaction sebagai anteseden dari Trust dan Word-of-mouth sebagai konsekuensi dari Commitment.Franchising is a form of retail businesses, especially those of growing and promising restaurants. Competition is becoming more tightly multiplied by the entry of foreign franchisors. Customer loyalty is the key to win the competition. The purpose of this study is to analyze the trust, affective commitment, continuance commitment towards repurchase intention. Respondents as the sample of this study were 200 respondents who visited local franchise restaurants, chosen by using Purposive Sampling technique. Furthermore, the method of data analysis applies the Structural Equation Model techniques. The study finds that the entire hypothesis presented can be supported, where there are (1) a positive influence of trust towards affective commitment, (2) a positive influence of trust towards continuance commitment, (3) a positive affective trust towards repurchase intention, (4) a positive influence continuance commitment towards repurchase intention, and (5) a positive effect of trust towards repurchase intention. Furthermore, it is also found that (1) affective and continuance commitment is a mediator variable between the trust and repurchase intention, and (2) continuance commitment is a stronger factor in influencing the trust and repurchase intention than affective commitment. For further study, it is recommended that this research be applied to other types of local franchises, such as department stores, convenience stores, specialty stores, supermarkets and hypermarkets, as well as adding service quality and customer satisfaction as antecedents of trust and word-of-mouth as a consequence of the commitment

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Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Binus Business Review ◽

10.21512/bbr.v9i1.3915 ◽

2018 ◽

Vol 9 (1) ◽

pp. 1

Author(s):

Usep Suhud ◽

Sheila Maryam Bajunaid

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Word Of Mouth ◽

Equation Model ◽

Repurchase Intention ◽

Factor Analyses ◽

Confirmatory Factor Analyses ◽

Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

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The Effect of Corporate Social Responsibility (CSR), Food Quality, and Perceived Value on Repurchase Intention Through Customer Satisfaction as Intervening Variables in The Pandemi Covid-19 Era (Study On "Chatime" Bubble Drink Products)

Journal of Business and Behavioural Entrepreneurship ◽

10.21009/jobbe.005.1.04 ◽

2021 ◽

Vol 5 (1) ◽

pp. 60-77

Author(s):

Mohc. Velian Muhajir ◽

Tias Andarini Indarwati

Keyword(s):

Corporate Social Responsibility ◽

Customer Satisfaction ◽

Social Responsibility ◽

Food Quality ◽

Perceived Value ◽

Repurchase Intention ◽

Analysis Technique ◽

Negative Effect ◽

Corporate Social ◽

Positive Effect

Bubble drink products are one of the beverage trends that have developed this year, even during the Covid 19 pandemic. One of the bubble drink brands that is in demand by the public especially teenagers in Indonesia is Chatime, in which consumers do not buy Chatime just once. The purpose of this paper is to study the effect of corporate social responsibility, food quality, customer satisfaction, on repurchase intention, through customer satisfaction. The research sampling techniques used are nonprobability sampling by judgmental sampling. This study focuses on Chatime consumers who bought Chatime products during a pandemic Covid-19. The data analysis technique is used path analysis. The results show that CSR has a negative effect on repurchase intention and customer satisfaction, food quality has a positive effect on repurchase intention and customer satisfaction, perceived value has a negative effect on repurchase intention, but has a positive effect on customer satisfaction.

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