Effects of Brand Experience on Brand Loyalty in Indonesian Casual Dining Restaurant: Roles of Customer Satisfaction and Brand of Origin

2018 ◽  
Vol 24 (1) ◽  
pp. 119-132 ◽  
Author(s):  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Brand Experience ◽  
Casual Dining ◽  
Casual Dining Restaurant

scholarly journals Pengaruh Brand Experience dan Brand Image terhadap Brand Loyalty pada Pelanggan BonCabe di Jakarta: Customer Satisfaction debagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 16
Author(s):  
Cindy Irawati
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Loyalty ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Brand Experience ◽  
Positive Effect

The purpose of this study is to explore the effect of Brand Experience, Brand Image, Customer Satisfaction on Brand Loyalty for BonCabe customers in Jakarta. Variables used are Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. This is a descriptive research that use non-probabilistic sampling method (240 data closed-questions questionnaires, 7 scale of Likert, compiled in 2019-2020 from BonCabe customers in Jakarta). The data analysis technique is using SEM (Structural Equation Model) methodology (using software: Partial Least Square 3) with α = 0,05. The results are: (1) a) brand experience and b) brand image has a significant and positive effect toward customer satisfaction of BonCabe in Jakarta. (2) a) brand experience and b) brand image has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (3) customer satisfaction has a significant and positive effect toward brand loyalty of BonCabe in Jakarta. (4) customer satisfaction could mediate a) brand experience and b) brand image so that they have significant and positive effect toward brand loyalty of BonCabe in Jakarta. Penelitian ini bertujuan untuk mengetahui pengaruh Brand Experience, Brand Image, Customer Satisfaction terhadap Brand Loyalty pada produk bernama BonCabe di wilayah Jakarta. Variabel yang digunakan adalah Brand Experience, Brand Image, Customer Satisfaction, Brand Loyalty. Data yang digunakan adalah data yang dikumpulkan di tahun 2019-2020. Teknik pengumpulan data menggunakan kuesioner tertutup 7 skala Likert, yang menggunakan metode SEM (Structural Equation Model) diolah menggunakan software PLS (Partial Least Square 3) dengan nilai α = 0,05. Hasil analisis menyimpulkan bahwa (1) Terdapat pengaruh a) brand experience dan b) brand image terhadap customer satisfaction BonCabe di Jakarta. (2) Terdapat pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta. (3) Terdapat pengaruh customer satisfaction terhadap brand loyalty BonCabe di Jakarta. (4) Terdapat customer satisfaction yang dapat memediasi pengaruh a) brand experience dan b) brand image terhadap brand loyalty BonCabe di Jakarta.

Revisiting the importance of casual dining experience quality: an empirical study

2018 ◽  
Vol 10 (3) ◽  
pp. 233-252 ◽  
Author(s):  
Ananda Sabil Hussein
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Exploratory Factor Analysis ◽  
Customer Loyalty ◽  
Content Type ◽  
Four Dimensions ◽  
Interaction Quality ◽  
Brand Engagement ◽  
Casual Dining ◽  
Casual Dining Restaurant

Purpose This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among experience quality, customer satisfaction, restaurant image, brand engagement and customer loyalty in Indonesia’s casual dining restaurant industry. Design/methodology/approach To achieve the research objectives, two consecutive studies were conducted. The first study was an exploratory study involving two focus group discussions and survey with self-administered questionnaires. The second study was an explanatory study, in which data were collected through self-administered questionnaires. A total of 405 respondents participated in this study. In the first study, the collected data were analysed by exploratory factor analysis, while partial least squares was used in the second study. Findings The result of exploratory factor analysis indicated that casual dining experience quality has four dimensions, namely, food aspects, interaction quality, physical environment and service outcome. This study also tests the interrelationship between experience quality and customer loyalty, customer satisfaction, restaurant image and brand engagement. The hypothesis testing shows that food aspect and interaction quality significantly affect customer satisfaction and restaurant image. Furthermore, customer satisfaction, restaurant image and customer engagement are noted as the antecedents of customer loyalty. Originality/value This study explores the dimension of Indonesian casual dining experience, and it proves that the casual dining experience construct based on Indonesian perspectives consists of four dimensions. Moreover, this study builds a comprehensive model to explain the interrelationship among experience quality, restaurant image, customer satisfaction, brand engagement and customer loyalty in the perspective of Indonesian casual dining restaurant.

scholarly journals Analysis Of Service Quality, Food Quality, Atmosphere Against Revisit Intention and Positive Word Of Mouth at Casual Dining Restaurant in Batam City

eCo-Buss ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Ho Gefi Lee ◽  
Renny Christiarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Casual Dining ◽  
Revisit Intention ◽  
Casual Dining Restaurant ◽  
Positive Word Of Mouth ◽  
The Impact

The purpose of this study is to analysis the impact of three elements of service quality dimensions (reliability, responsiveness and tangible), food quality and atmosphere on satisfaction, and to analysis if customer satisfaction have an impact to customer revisit intention and positive word of mouth. Data were collected from customers who had visited casual dining restaurants in Batam city through a self-administered questionnaire. Research questionnaires were distributed by researchers via google form, and have collected 359 (three hundred and fifty-nine) respondent data. This study shows that the three dimensions of service quality and food quality were significant to customer satisfaction. Also, the customer satisfaction were significant to positive word of mouth. But this study also shows that atmosphere was found not significant to customer satisfaction, and customer satisfaction not significant to revisit intention. This research conjectured that factors that influence the customers to be more satisfaction and do revisit to the casual dining restaurant are worthy of repeat research because of the decrease COVID-19 cases in batam city.

scholarly journals Pengaruh Brand Experience, Brand Trust, Customer Satisfaction Terhadap Brand Loyalty Produk Cimory

2019 ◽  
Vol 2 (5) ◽  
Author(s):  
Maria Yoana Dan Miharni Tjokrosaputro
Keyword(s):  
Customer Satisfaction ◽  
Marketing Strategy ◽  
Brand Loyalty ◽  
Fermented Milk ◽  
Brand Experience ◽  
Brand Trust ◽  
Specific Strategy ◽  
Food And Beverage ◽  
Long Time ◽  
Over Time

Over time, the company experienced intense business competition between companies. This competition is also experienced by consumer goods companies namely food and beverage companies, including fermented milk companies or yogurt. The company strives to carry out a marketing strategy to be able to deal with its competitors. Therefore, company management must have a specific strategy for making products, maintaining products and generating customer satisfaction, which will thus lead to high loyalty from consumers to the products released by the company. One company that is experiencing business competition is Cimory. Cimory produces yogurt with a variety of flavors, and its competitors are Yakult who have been in Indonesia for a long time. This study will discuss how the influence of brand experience, brand trust, Cimory's customer satisfaction on brand loyalty in the eyes of consumers.

scholarly journals The Role of Retro Brand Experience in Repurchase Intention and Brand Loyalty

2017 ◽  
Vol 6 (2) ◽  
pp. 13-25
Author(s):  
Fatih Pinarbasi ◽  
Ceyda Aysuna Türkyılmaz
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Brand Attitude ◽  
Brand Experience ◽  
Repurchase Intention ◽  
Brand Credibility ◽  
Marketing Activities ◽  
Convenience Sampling ◽  
Transformation Processes

Concepts such as retro marketing, retro branding and nostalgia marketing are important issues that have come to the agenda in recent years in our world, which is undergoing intensive change and transformation processes. The longing for past periods can be an important source of marketing work for the consumer. Few scientific studies have been conducted in Turkey for retro marketing. It is possible to carry out researches on retro marketing and retro branding, to test relations with different concepts and to develop the researches in detailed form. The aim of this study is to determine whether the general hypotheses tested in the literature will have the same effect on brands carrying retro marketing activities. The scales for the concepts in the research were taken from the literature and 401 participants were reached by convenience sampling method. As a result of the study, it was detected that the dimensions of retro brand experience affect the intention of re-purchasing and brand loyalty. It has also been observed that the retro brand experience dimensions also affect the retro brand attitude, retro brand credibility and customer satisfaction. Finally, it has been tested whether retro brand attitude, retro brand credibility, and customer satisfaction concepts affect repurchase intention and brand loyalty. As a result, it has been observed that these concepts affect repurchase intention and brand loyalty.

scholarly journals Analysis of the Influence of Brand Experience and Customer Satisfaction on Brand Loyalty and Its Implications for Willingness to Pay a Price Premium (Study on Herbalife Product Nutrition Customer in East Lombok, West Nusa Tenggara, Indonesia)

2021 ◽  
Vol 8 (12) ◽  
pp. 9
Author(s):  
Hartiani Hartiani ◽  
Dwi Putra Buana ◽  
Akhmad Saufi
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Brand Loyalty ◽  
Quantitative Research ◽  
Brand Experience ◽  
Sampling Techniques ◽  
Premium Price ◽  
Pls Analysis ◽  
Herbalife Product

This research aims to find out how Brand Loyalty is affected by Brand Experience, how Brand Loyalty is affected by Customer Satisfaction, how Brand Loyalty is affected by Brand Experience through Customer Satisfaction, how Brand Loyalty affects willingness to pay a premium price. The type of research used is quantitative research with causal methods. The population in this study is Herbalife product consumers in East Lombok, with an unknown population. The number of samples taken as many as 100 people, determination of samples with purposive sampling techniques, and data analysis using PLS analysis with SmartPLS application version 3.0. The results showed that all hypotheses proposed in this study were acceptable and positively and significantly influenced. Customer Satisfaction variables can be a good mediation of brand experience and brand loyalty.

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