Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting?

The purpose of this research was to determine the effects of store atmosphere and perceived value on customer satisfaction and its impact on behavioral intention on the millennial segment. This type of research was a quantitative method using associative research approach and Partial Least Squares Structural Equation Modeling (PLS-SEM) methods measured by Smart-PLS 3.0. The distribution of questionnaires was a non-probability with simple random sampling. The survey was conducted to 200 college students between the ages of 17 and 30 at a café in a shopping mall in Jakarta in 3 months (December 2017 until February 2018). The result shows that the store atmosphere can be used to generate perceived value, customer satisfaction, and behavioral intention. However, store atmosphere is confirmed to be the main behavioral intention predictor directly and indirectly.

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Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v3i1.4929 ◽

2019 ◽

Vol 3 (1) ◽

Author(s):

Lia Arisyanti Ndun

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Strong Influence ◽

Perceived Value ◽

Sampling Technique ◽

Equation Modeling ◽

Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

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KEPUASAN KONSUMEN TIDAK SELALU MEMBENTUK LOYALITAS

Jurnal Manajemen ◽

10.24912/jm.v21i3.257 ◽

2017 ◽

Vol 21 (3) ◽

pp. 363

Author(s):

Yasintha Soelasih

Keyword(s):

Structural Equation Modeling ◽

Random Sampling ◽

Consumer Satisfaction ◽

Structural Equation ◽

Perceived Value ◽

Reliability And Validity ◽

Simple Random Sampling ◽

Equation Modeling ◽

Long Distance ◽

Customer Perceived Value

Train users in Indonesia began to increase, it can be seen from the data of passengers as a whole increased from year to year. These improvements must be supported with the customer perceived value, because it will affect of rail users. Long distance train in Indonesia distinguished its kind, namely the executive, business and economics. In this study, it more emphasis on the train executives, especially in Java. Issues examined here is whether the customer perceived value have an influence on satisfaction and commitment resulting in loyalty. This affects the sustainability of a rail business, because the level of competition arise among existing transportation, whether by air, land or sea. Sampling was done by simple random sampling, the number of respondents was 323. The instrument was tested with reliability and validity. The data used to answer the problem by using structural equation modeling with six hypotheses were tested. The results indicate that the hypothesis occurs between the customer perceived value influence consumer satisfaction and commitment. The effect between satisfaction and commitment to loyalty shows that satisfaction has no effect on loyalty, commitment while consumers have an influence on loyalty.

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FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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CUSTOMER PERCEIVED VALUE IN CREATING CUSTOMER SATISFACTION AND REVISIT INTENTION IN SHARIA HOTEL

Journal of Islamic Monetary Economics and Finance ◽

10.21098/jimf.v5i2.1067 ◽

2019 ◽

Vol 5 (2) ◽

Cited By ~ 1

Author(s):

Fitranty Adirestuty

Keyword(s):

Customer Satisfaction ◽

Random Sampling ◽

Structural Equation ◽

Perceived Value ◽

Tourism Industry ◽

Equation Modeling ◽

Systematic Random Sampling ◽

Customer Perceived Value ◽

Revisit Intention ◽

The Relationship

The purpose of this study was to identify the relationship between Islamic servicequality, Muslim Customer Perceived Value (MCPV), customer satisfaction, and revisitintention on sharia hotels in Bandung. A systematic random sampling was used todraw sample of 255 customers. The hotel includes Orange Home Sharia, ShariaNarapati Hotel, Cottage Daarul Jannah, Daarul Mutmainah, and MQ Guest House.This research used Structural Equation Modeling to measure the variables of servicequality (Gayatri, 2013) and Muslims Customer Perceived Value (MCPV) (Eid andGohary, 2015) to measure the perceived value variables. Eleven hypotheses weredeveloped and tested using a sample of 255 Muslim tourists. Exploratory andconfirmatory factor analysis was used to test the validity of the measures, while thestructural equation modeling in hypotheses testing. The strength of the relationshipbetween the constructs indicates that features of the suggested MCPV model are crucialto achieving Muslim customer retention in the tourism industry. Findings also suggestthat the availability of the suggested Islamic attributes value, along with conventionalvalue dimensions, could satisfy Muslim tourists when they buy a tourism package.

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PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

Jurnal Mitra Manajemen ◽

10.52160/ejmm.v4i2.335 ◽

2020 ◽

Vol 4 (2) ◽

pp. 156-170

Author(s):

Ratna Kartika Zulya ◽

Osa Omar Sharif

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Behavioral Intention ◽

Behavioral Intentions ◽

Structural Equation ◽

Perceived Value ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

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Pengaruh Bauran Pemasaran Jasa Terhadap Keputusan Pembelian Dan Kepuasan Pelanggan Kedai Kopi Kimteng di Pekanbaru

Bahtera Inovasi ◽

10.31629/bi.v4i1.2755 ◽

2020 ◽

Vol 4 (1) ◽

pp. 10-24

Author(s):

Adhi Nurcahyo Achmad ◽

Samsir Samsir ◽

Yulia Efni

Keyword(s):

Customer Satisfaction ◽

Significant Influence ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Marketing Mix ◽

Equation Modeling ◽

Purchasing Decisions ◽

Coffee Shop ◽

Modeling Analysis

This study aims to see and determine the direct effect of the marketing mix on purchasing decisions and customer satisfaction. Research site at the Kimteng coffee shop Pekanbaru. The population in this study were all customers who made repeat purchases at the Kimteng coffee shop Pekanbaru. The sampling technique used was non-probability sampling using the simple random sampling method, because the sampling of members from the population was done randomly without paying attention to the strata in the population. Determining the number of samples 5 times the number of variable indicators as many as 30 are used. Thus, the number of samples to be studied in this study was 150 people. In this study, researchers will use SEM (Structural Equation Modeling) analysis. The results of this study indicate that there is a positive and significant influence between the marketing mix on purchasing decisions and there is a positive and significant influence between the marketing mix and purchasing decisions on customer satisfaction. Purchasing decisions are able to positively and significantly mediate between marketing strategies and customer satisfaction.

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End User Computing Satisfaction : Model Analisis Kepuasan Pengguna Aplikasi Menggunakan Partial Least Square Structural Equation Modeling (Studi Kasus)

Jurnal Teknologi Informasi dan Ilmu Komputer ◽

10.25126/jtiik.2021863586 ◽

2021 ◽

Vol 8 (6) ◽

pp. 1237

Author(s):

Aditia Angga Perdana ◽

Meinarini Catur Utami ◽

Qurrotul Aini

Keyword(s):

Customer Satisfaction ◽

Real Time ◽

User Satisfaction ◽

Random Sampling ◽

Simple Random Sampling ◽

Ease Of Use ◽

Partial Least Square ◽

Equation Modeling ◽

End User ◽

End User Computing

Toyota Sales Operation atau dikenal sebagai AUTO2000 adalah bagian dari perseroan terbuka PT. Astra yang beroperasi di sektor otomotif dan sudah menjalankan beberapa servis untuk menaikkan kepuasan pelanggan. Salah satunya dengan menghadirkan AUTO2000 Mobile, sebagai fasilitas pemesanan servis kendaraan secara online yang bertujuan untuk memudahkan pengguna untuk mempercepat proses bisnis dan mengurangi bahkan menghilangkan durasi waktu mengantri. Namun dalam penerapannya masih banyak kekurangan maupun kelemahan yang dirasakan pengguna di antaranya masih ada bugs, tidak ada fitur real-time chat serta beberapa pengguna masih kesulitan menggunakan aplikasi tersebut. Capaian riset ini adalah menginvestigasi tingkat kepuasan pelanggan dan memperoleh variabel signifikan yang berdampak pada kepuasan pelanggan Aplikasi AUTO2000 Mobile. Metode riset ini menerapkan End-User Computing Satisfaction (EUCS) dengan cara kuantitatif dan diseminasi kuesioner mendapatkan informasi dari objek penelitian. Populasi dalam riset ini adalah pemakai AUTO2000 Mobile. Dari populasi tersebut terpilih sebanyak 252 responden dan diseminasi kuesioner dilaksanakan melalui daring dan membagikan secara langsung dengan cara simple random sampling. Setelah itu, data yang dikumpulkan diolah dengan program Microsoft Excel 2016 serta PLS-SEM mengoperasikan tool SmartPLS 3.2.7. Hasilnya, terdapat 5 jalur yang diuji, H0 ditolak untuk empat variabel dan H0 diterima untuk satu variabel. Terdapat empat variabel yang berpengaruh signifikan pada kepuasan pelanggan AUTO2000 Mobile yaitu: accuracy, content, format dan ease of use. AbstractToyota Sales Operation or known as AUTO2000 is part of the public company PT. Astra that engaged in the automotive sector and has done several service improvements to increase customer satisfaction. One of them is by presenting AUTO2000 Mobile, which is an online vehicle service ordering facility that is implemented to make it easier for users, therefore it is considered to speed up business processes and reduce or even eliminate the duration of the queue. But in its implementation there are still many shortcomings and weaknesses felt by users including bugs, there is no real-time chat feature, and some users still have difficulty using the application, hence it is prominent to conduct study dealing with end-user satisfaction. The aim of this research is to analysis of end-user satisfaction level and determine the variables that impact end-user satisfaction of the AUTO2000 Mobile Application. This research method deals with End-User Computing Satisfaction (EUCS) with a quantitative approach and questionnaire distribution to obtain data from respondents. The research subject in this study are AUTO2000 Mobile users. The population consist of 252 respondents and questionnaires are distributed online and offline with simple random sampling. Furthermore, the obtained data were analyzed using Ms. Excel 2016 and with the PLS-SEM approach using SmartPLS 3.2.7. The result, from the 5 paths tested, H0 is rejected for four variables and H0 is accepted for one variable. There are four variables that have a significant effect on customer satisfaction of AUTO2000 Mobile, namely: accuracy, content, format and ease of use.

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Factors Driving Customer Satisfaction at Shopping Mall Food Courts

International Business Research ◽

10.5539/ibr.v13n3p27 ◽

2020 ◽

Vol 13 (3) ◽

pp. 27

Author(s):

Maram A. Mahin ◽

Iman M. Adeinat

Keyword(s):

Customer Satisfaction ◽

Competitive Advantage ◽

Food Quality ◽

Structural Equation ◽

Service Industry ◽

Service Providers ◽

Descriptive Analysis ◽

Shopping Mall ◽

Equation Modeling ◽

Food Variety

In the service industry, when providers generate a high level of customer satisfaction, they can gain and maintain a major competitive advantage in the marketplace. This competitive advantage can, in turn, lead directly to high profitability and growth. In the present competitive consumer landscape, world, shopping malls must deliver high-quality service to customers given that as a service ecosystem the mall must optimize its own resources and the resources of others to improve both its own circumstances and those of others. Against this general background, in this study, we assess the quality attributes of a food court located in a shopping mall by identifying factors related to the shopping mall—ambience, food variety, convenience, the tenants in the food court, food quality, food price, and restaurant staff. A descriptive analysis and a multivariate analysis, including structural equation modeling, are performed using IBM SPSS and AMOS statistical software. The results of the factor analysis indicate that food quality, followed by convenience and food variety, is the most important factor driving customer satisfaction. The results highlight the importance of networks between different stakeholders in such an ecosystem and provide developers and service providers with information in regard to the attributes most implicated in predicting customer satisfaction in a food court. On this basis, customers are viewed not only as evaluators but also as partners in producing service.

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Users’ response toward online doctor consultation platforms: SOR approach

Management Decision ◽

10.1108/md-02-2021-0268 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Sandeep Goyal ◽

Sumedha Chauhan ◽

Parul Gupta

Keyword(s):

Social Influence ◽

Behavioral Intention ◽

Structural Equation ◽

Health Anxiety ◽

Perceived Value ◽

Perceived Usefulness ◽

Equation Modeling ◽

Technology Usage ◽

Content Type ◽

Behavioral Attributes

PurposeThis study aims to investigate the external and internal stimuli, which affect the organismic experiences of the users and thereby influence their response in terms of behavioral intention toward the use of online doctor consultation platforms.Design/methodology/approachThe study operationalized the stimulus–organism–response framework for the research model and surveyed 357 users in India who had experienced online doctor consultation platforms. The analysis has been done using the structural equation modeling approach.FindingsThe authors’ main results indicate the following key points. One, perceived usefulness, social influence, health anxiety, offline consultation habit and perceived technology usage risk are significant predictors of perceived value. In contrast, perceived ubiquity is identified to be an insignificant predictor of perceived value. Second, social influence and perceived technology usage risk have significant influence on trust. However, perceived usefulness is not a significant predictor of trust.Research limitations/implicationsThis study contributes to the theory by integrating technology-oriented factors with behavioral attributes for determining the behavioral intention of users toward the online doctor consultation platforms.Practical implicationsThe managerial contributions of this study involve highlighting those technology-oriented and behavioral elements, which can be targeted to attract more users toward these platforms.Originality/valueThis is an original study that has looked beyond the role of technology-oriented factors in influencing the perceived value and trust elements while investigating the behavioral intention among the users toward the online doctor consultation platforms.

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The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty

The TQM Journal ◽

10.1108/tqm-05-2019-0150 ◽

2020 ◽

Vol 32 (6) ◽

pp. 1525-1540

Author(s):

Andriani Kusumawati ◽

Karisma Sri Rahayu

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Structural Equation ◽

Perceived Value ◽

Statistical Technique ◽

Equation Modeling ◽

Content Type ◽

Customer Perceived Value ◽

Perceived Values ◽

The Relationship

PurposeTo test the effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty to the visitors of natural nuanced outdoor cafés in the hilly areas of Joyo Agung, Malang.Design/methodology/approachThis study uses four variables, namely experience quality, customer perceived value, customer satisfaction, and customer loyalty. The population used in this research was all customers or visitors who buy and enjoy the products and services provided by the natural outdoor cafés in Malang. This study used structural equation modeling (SEM) as inferential statistical technique.Findings1) Quality experience has a significant effect on customer perceived value, customer satisfaction, and customer loyalty; 2) customer perceived value has a significant effect on customer satisfaction and customer loyalty; and 3) customer satisfaction has a significant effect on customer loyalty.Originality/valueBased on the results of previous research and the phenomenon that has been described previously, the research gaps found in this study are: (1) the relationship between experience quality and customers’ perceived values. (2) There are differences in the relationship between experience quality and customer satisfaction found in the research, which examines the effect of experience quality on customer loyalty. (3) Experience quality and customer loyalty variables still differ in the research concerning the effect of experience quality on customer loyalty. (4) The influence of customer satisfaction and customer loyalty is still different in the research results regarding the effect of customer satisfaction on customer loyalty.

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