The effect of Service Quality, Food Quality on Perceived Value, Customer Satisfaction, Customer Loyalty in Korean Buffet Restaurant : The Moderating Role of Perceived Value of competitor

2016 ◽  
Vol 20 (2) ◽  
pp. 217-240
Author(s):  
SangWon Suh ◽  
◽  
EulSoon Ryu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Quality Food ◽  
Moderating Role

scholarly journals Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty

2019 ◽  
Vol 11 (6) ◽  
pp. 1691-1705 ◽  
Author(s):  
Abror Abror ◽  
Dina Patrisia ◽  
Yunita Engriani ◽  
Susi Evanita ◽  
Yasri Yasri ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Islamic Bank ◽  
Moderating Role

Purpose The purpose of this study is to investigate the influential factors of customer loyalty to Islamic banks, namely, service quality, customer satisfaction, customer engagement and religiosity. Design/methodology/approach This study is a survey of 335 Islamic bank customers in West Sumatra, Indonesia. This research deployed purposive sampling and analyzed the data by using covariance-based structural equation modeling. Findings Service quality has a positive and significant impact on customer satisfaction. Religiosity has a significant and negative moderating impact on the service quality–customer satisfaction relationship. Service quality has no significant influence on customer loyalty. Customer satisfaction is a significant antecedent of customer engagement and loyalty. Finally, customer engagement has a significant and positive effect on customer loyalty. Research limitations/implications This study is a combination of cross-sectional and a single-country case. Accordingly, the results may not be representative of other countries. Similar studies in longitudinal data collection are conducted in other countries (e.g. ASEAN countries), which would therefore be worthwhile. Some antecedents of customer loyalty have been neglected in this study (e.g. customer value co-creation and customer commitment); hence, the future study may investigate those factors. Practical implications By considering these Islamic banks’ antecedents, the Islamic banks might enhance their customer loyalty. Also, this study has revealed the moderating role of religiosity in a loyalty relationship. Therefore, it will give insights for the Islamic bank managers in decision-making. Originality/value This study has revealed the moderating role of religiosity on the link between service quality and customer satisfaction in Islamic banks, which is, to the authors’ knowledge, neglected in the previous studies. The customers with high religiosity will have a higher standard of satisfaction and demand a better service quality than the customers with low religiosity. This study has also examined the relationships between service quality, religiosity, customer satisfaction, customer engagement and loyalty as a whole, which have been limited previously.

scholarly journals Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

2020 ◽  
pp. 1-18
Author(s):  
Seyedhossein Nikou ◽  
Mohsen Malekalketab Khiabani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Interpersonal Relationships ◽  
Customer Loyalty ◽  
Interpersonal Relationship ◽  
Service Industries ◽  
Kuala Lumpur ◽  
The Relationship ◽  
Moderating Role

The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior.  Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.

scholarly journals PENGARUH E-SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Dewi S.S Wuisan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Electronic Service ◽  
Quality Aspects

abstract: This study aims to examine the positive influence of electronic service quality and food quality on customer loyalty. In the current era of digitalization, the tendency of Indonesian people to make online purchases through e-commerce has increased sharply. There are problems in the aspects of GoFood's electronic service quality (e-service quality) and the importance of assessing food quality aspects through GoFood delivery, so this research is important to do for both constructs by paying attention to the indirect relationship (mediation) of the value perceived by customers GoFood (perceived value) and GoFood customer satisfaction to GoFood customer loyalty. The sampling technique in this study used a non-probability sampling technique, namely purposive sampling, in which the specific respondents were GoFood customers who were well-known in various cities in Indonesia. The sample in this study may be 458 respondents with data methods through electronic questionnaires. The data were processed using validity, reliability and statistical analysis. The results showed that the e-service quality variable had a positive and significant effect both directly and indirectly through the mediation of perceived value and customer satisfaction on GoFood customer loyalty, while the food quality variable had no direct influence but had an indirect effect through perceived value and satisfaction to customer loyalty GoFood customers. abstract:Penelitian ini bertujuan untuk menguji pengaruh positif e-service quality dan food quality terhadap customer loyalty. Pada era digitalisasi saat ini, kecenderungan masyarakat Indonesia untuk melakukan pembelian online melalui e-commerce meningkat tajam. Adanya permasalahan dalam aspek kualitas pelayanan elektronik (e-service quality) GoFood dan pentingnya mengkaji aspek kualitas makanan (food quality) melalui pengantaran GoFood maka, penelitian ini penting dilakukan untuk meneliti kedua konstruk tersebut dengan memperhatikan hubungan tidak langsung (mediasi) dari nilai yang dirasakan pelanggan GoFood (perceived value) dan (customer satisfaction) atau kepuasan pelanggan GoFood terhadap loyalitas pelanggan GoFood. Teknik pengambilan sampel pada penelitian ini menggunakan teknik non-probability sampling yaitu purposive sampling dimana responden terkhusus merupakan pelanggan GoFood yang tersebar di berbagai kota di Indonesia. Sampel dalam penelitian ini berjumlah 458 responden dengan metode pengumpulan data melalui kuisioner elektronik. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Hasil penelitian menunjukkan bahwa variabel e-service quality memiliki pengaruh positif dan signifikan baik secara langsung maupun tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood sedangkan variabel food quality tidak memiliki pengaruh secara langsung namun memiliki pengaruh secara tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood e-service quality, food quality, perceived value, customer satisfaction, customer loyalty

Using online travel agent platforms to determine factors influencing hotel guest satisfaction

2020 ◽  
Vol 11 (3) ◽  
pp. 425-445
Author(s):  
Elise Wong ◽  
S. Mostafa Rasoolimanesh ◽  
Saeed Pahlevan Sharif
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Content Type ◽  
Mediating Role ◽  
Guest Satisfaction ◽  
Online Travel ◽  
The Relationship ◽  
Moderating Role

Purpose This study aims to investigate the relationships between service quality, perceived value and hotel guest satisfaction, drawing upon data from TripAdvisor – an online travel agent (OTA) platform. The study also investigates the mediating role of perceived value on the relationship between service quality and satisfaction, as well as the moderating role of hotel star ratings on all direct and indirect relationships. Design/methodology/approach Data for this study were collected via Web scraping from August–October 2018. Data were collected from 192 three- to five star-rated hotels in Kuala Lumpur, Malaysia. Partial least squares – structural equation modeling was used for data analysis. Furthermore, importance-performance map analysis (IPMA) was performed to identify the most important items of service quality and perceived value in improving customer satisfaction. Findings The findings of this study provide support for all direct and indirect relationships for three-star and four- and five-star hotels. Moreover, the results indicate that perceived value mediates the relationship between service quality and customer satisfaction. These results support the moderating role of hotel star ratings for the relationship between service quality and perceived value. The results also show that after perceived value, three-star hotels looking to improve customer satisfaction should prioritize improving the quality of their services, sleep quality, cleanliness and rooms. Four- and five-star hotels, on the other hand, should prioritize service, cleanliness, room and sleep quality. Originality/value OTA platforms collect a wealth of data pertaining to large number of hotels; nevertheless, few studies to date have drawn on this data to examine a pre-determined conceptual framework developed based on the literature. As such, this study makes a valuable methodological contribution to the tourism and hospitality literature. In terms of theoretical contributions, this study examines the mediating role of perceived value between service quality and satisfaction using OTA data. In addition, this study assesses the moderating role of hotel star ratings for the direct and indirect effects of service quality on satisfaction. Using IPMA, this study compares the importance and performance of service quality indicators to generate satisfaction between three-star and four- and five-star hotels.

Behavioral Intention Toward Online Food Purchasing

2020 ◽  
Vol 16 (4) ◽  
pp. 34-50
Author(s):  
Dwi Suhartanto ◽  
Tuan Ahmad Tuan Ismail ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni ◽  
Tintin Suhaeni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Empirical Studies ◽  
Perceived Value ◽  
Food Purchasing ◽  
Managerial Practices ◽  
Quality Food ◽  
Light Medium

Despite the dramatic increase in the online food business, empirical studies on behavioral intentions across different purchase levels have been overlooked. This study is intended to assess behavioral intention towards online food purchasing including e-service quality, food quality, perceived value, and customer satisfaction across three different purchasing levels: light, medium, and heavy purchasers. A survey of 475 online food purchasers was conducted from in Bandung City, Indonesia. The results show that the formation model of behavioral intention including e-service quality, food quality, perceived value, and customer satisfaction is reliable. Further, the analysis results have also revealed that there is evidence of differences when the variables were tested across purchase levels. Lastly, this study emphasizes that food quality is an important factor in influencing behavioral intention across all online food purchase levels. The consequences of these findings were examined from both theoretical and managerial practices perspectives.

scholarly journals How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

2016 ◽  
Vol 11 (6) ◽  
pp. 57 ◽  
Author(s):  
Irfan Muhammad ◽  
Mohammad Farid Shamsudin ◽  
Noor Ul Hadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Coefficient Of Determination ◽  
Mobile Telecommunication ◽  
Quantitative Evidence ◽  
Telecommunication Market ◽  
The Relationship

<span lang="EN-US">To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R<sup>2</sup>) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R<sup>2</sup> value of endogenous constructs (<em>f<sup>2</sup></em>&gt; 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q<sup>2</sup> value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The <em>q<sup>2</sup> </em>effect size of customer satisfaction on customer loyalty is large (<em>q<sup>2</sup></em>= 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.</span>

scholarly journals Pengaruh Food Quality, Price, Service Quality dan Perceived Value terhadap Customer Loyality pada Restoran Aneka Rasa Jambi dengan Customer Satisfaction sebagai Variabel Intervening

2019 ◽  
Vol 4 (2) ◽  
pp. 368
Author(s):  
Novita Sari ◽  
Ade Perdana Siregar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
The United States ◽  
Survey Method ◽  
Food And Beverage ◽  
Influence Of Food ◽  
Dining Room

Indonesia is the fourth most populous country in the world, after China, India and the United States, with a population of 2018 of around 267 million. The increase in the average population will be a major contributor to the growth of the food and beverage industry. Today's mobility of people is getting higher so it consumes food outside the home. Restaurant products are determined by five factors, namely food and beverage factors, service factors, hygiene and hygiene factors, price factors and atmospheric factors, whereas based on the activities and food or drinks served, restaurants are classified into twenty types ranging from A'la carte restaurant to main dining room. The objectives of this study are: (1) to analyze the effect of food quality, price, service quality and partial perceived value on customer satisfaction; (2) partially analyze the influence of food quality, price, service quality and perceived value on customer loyalty; (3) analyze customer satisfaction mediation due to the influence of food quality, price, service quality and perceived value on customer loyalty. The sample was determined using the Slovin formula of 100 respondents. Survey method with descriptive and quantitative analysis. The analytical tool used in this study is the smartpls application version 3.0. The results of the study note that food quality, price, service quality and perceived value affect customer satisfaction, food quality, price, service quality and perceived value affect customer loyalty and customer satisfaction can mediate the relationship between food quality, price, service quality and perceived value towards customer loyalty.

Mobile communications: a comprehensive hierarchical modelling approach

2014 ◽  
Vol 26 (1) ◽  
pp. 114-146 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Xin Shu ◽  
Christopher Gan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Switching Costs ◽  
Important Determinant ◽  
Perceived Value ◽  
Corporate Image ◽  
Content Type ◽  
Customer Perceived Value

Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider. Design/methodology/approach – The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. Findings – The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty. Originality/value – This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

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