The brunch cafe consumers’ perception on the physical environment, menu, price sensitivity, and customer loyalty

2021 ◽  
Vol 36 (7) ◽  
pp. 169-183
Author(s):  
Yoo Sanghun ◽  
Lee Sanghyeop
Keyword(s):  
Customer Loyalty ◽  
Physical Environment ◽  
Price Sensitivity

Applying Expanded Servicescape to the Hotel Industry

2021 ◽  
pp. 109634802110115
Author(s):  
Seonjeong (Ally) Lee ◽  
Ning-Kuang Chuang
Keyword(s):  
Quality Of Life ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Online Survey ◽  
Hotel Industry ◽  
Holistic Approach ◽  
Environmental Cues ◽  
Practical Implications

The physical environment plays an essential role in customers’ hotel stay experiences. Hotels offer a differentiated atmosphere that creates favorable customers’ evaluations. Based on the significant role of environmental cues, this study investigates the effects of an expanded servicescape on customers’ evaluations, including customer satisfaction, quality of life, and customer loyalty, in the context of the hotel industry. To test the proposed research framework, this study collects data from previous hotel customers and conducts a self-administered, online survey. Findings identified ambience, interactions with employees, authenticity, and fascination positively influenced customers’ satisfaction, which further influenced customer loyalty. Only ambience and fascination positively influenced quality of life, which in turn influenced customer loyalty. Results contributed to the application of expanded servicescape in the hotel context. Results also suggested practical implications of the holistic approach of servicescape in the hotel industry.

scholarly journals The effect of sharia experience quality on customer loyalty

2021 ◽  
pp. 909-916
Author(s):  
Estik Hari Prastiwi ◽  
Surachman Surachman ◽  
Sunaryo Sunaryo ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Religious Experience ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Second Order ◽  
Outcome Quality ◽  
Islamic Banks ◽  
Purposive Sampling ◽  
Environment Quality ◽  
Sample Technique

This study aims to validate the dimensions of sharia experience quality and to determine the effect of sharia experience quality on customer loyalty by customer satisfaction as mediation variable. The sample technique of this study was a purposive sampling of 150 respondents who conducted financing at Islamic banks. SEM-PLS is used to test hypotheses. The results of the second order evaluation show that integration quality, physical environment quality, outcome quality, compliance sharia knowledge, and responsive religious experience had strong effects on sharia experience quality. Sharia experience quality had a significant effect on customer loyalty and customer satisfaction as a partial mediation of sharia experience quality on customer loyalty.

scholarly journals Pengaruh Kinerja Pelayanan Terhadap Loyalitas Pelanggan

2017 ◽  
Vol 3 (1) ◽  
pp. 29
Author(s):  
Devi Elvita ◽  
Tintin Suhaeni
Keyword(s):  
Multiple Regression ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Sampling Technique ◽  
Service Performance ◽  
Outcome Quality ◽  
Analysis Method ◽  
Service Line ◽  
Environment Quality ◽  
Quota Sampling

This study aims to determine the performance of services and customer loyalty mail and parcel as well as how much the influence of service performance to customer loyalty of mail and parcel in PT Pos Indonesia Bandung. Quota sampling technique was used to collect data through questionnaires to 115 people who use the services of courier mail and parcel post with Likert scale. The analysis method used is the multiple regression. The results showed that the performance of services in PT Pos Indonesia are in the category of good/high in terms of interaction quality, physical environment quality, and outcome quality. While customer loyalty mail and parcel that are in the category of average in terms of repeat purchase, purchases across product and service line, refers others and demonstrates immunity to the pull of the competition. The conclusion is the performance of services significantly affect customer loyalty mail and parcel in PT Pos Indonesia Bandung amounted to 54.7%.

scholarly journals Understanding the Major Predictors Affecting The Level of Customer’s Satisfaction towards SME Fast Food Industry in Malaysia:The Equity Theory Perspectives

2019 ◽  
Vol 9 (2) ◽  
pp. 4599-4604
Keyword(s):  
Product Quality ◽  
Physical Environment ◽  
Fast Food ◽  
Food Industry ◽  
Equity Theory ◽  
Price Sensitivity ◽  
Competitive Advantages ◽  
Fast Food Industry ◽  
Conceptual Paper ◽  
Potential Customers

The main purpose of this conceptual paper is to propose a holistic framework that could expand the understanding of the real predictors of customer’s satisfaction towards the fast-food industry in Malaysia by applying the Equity Theory. Previous academic studies have identified various aspects that could affect the customer’s satisfaction in the industry. There are numerous local SME fast food entrepreneurs that unable to recognize the predictors, therefore they executing the wrong strategies to attract potential customers. This paper aimed to provide a better understanding towards the identified elements that have been proven by academicians in previous literature about the issue. This study hypothesized four predictors (physical environment, price sensitivity, product quality, and promotion) that could affect the customers’ satisfaction in the SME fast-food business. It is presumed that all predictors are significant in controlling the satisfaction of customers in this study. In order to gain competitive advantages and competitively sustain in the market, a business or company (particularly the small and medium fast-food operators or entrepreneurs) should focus on these four main predictors as it could affect the level of customers’ satisfaction towards the business

The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

2020 ◽  
Vol 12 (3) ◽  
pp. 297-318 ◽  
Author(s):  
Neale Slack ◽  
Gurmeet Singh ◽  
Shavneet Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Price Sensitivity ◽  
Repurchase Intention ◽  
Content Type ◽  
Service Employees ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications This research was conducted in the supermarket sector of only one country. Practical implications Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

scholarly journals THE EFFECT OF SERVICE QUALITY AND SWITCHING BARRIERS ON CUSTOMER LOYALTY – A STUDY OF HOSPITALITY SERVICES

2011 ◽  
Vol 14 (2) ◽  
pp. 65-72
Author(s):  
Han Ho Ngoc Nguyen ◽  
Thanh Huynh Mai Pham ◽  
Thuy Ngoc Pham
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Physical Environment ◽  
Switching Barriers ◽  
Core Service ◽  
Service To Others ◽  
The Impact

Customer loyalty is the goal towards which many businesses, including tourist hotels place importance on. Loyalty does not only mean repurchasing, but also involves positive talk about the service to others. This paper models customer satisfaction as a mediating variable of service quality and customer loyalty. It investigates the effect of service quality on customer satisfaction and then the effect of customer sarisfaction on customer loyalty. The impact of switching barriers on customer loyalty is also investigated. The results show that there are two components of service quality affecting customer satisfaction, namely Core service (β = 0.406) and Physical environment (β = 0.254). The research also reveals that Customer satisfation (β = 0.688) and Switching barriers (β = 0.110) both have impacts on customer loyalty, in which customer satisfation plays the key role.

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