How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework

2018 ◽  
Vol 46 (6) ◽  
pp. 891-904 ◽  
Author(s):  
Heesup Han ◽  
Wansoo Kim ◽  
Sanghyeop Lee ◽  
Hye-Ran Kim
Keyword(s):  
Customer Satisfaction ◽  
Structural Model ◽  
Customer Retention ◽  
Measurement Model ◽  
Restaurant Industry ◽  
Model Assessment ◽  
Product Consumption ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention. In addition, results showed that customer satisfaction was prominent in determining retention, acting as a significant mediator. Conspicuousness of product consumption was a significant moderator of the relationship between image congruity and customer satisfaction. Overall, our findings offer researchers and practitioners in the luxury restaurant industry valuable information regarding customer retention.

A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

2020 ◽  
Vol 16 (3) ◽  
pp. 42-59
Author(s):  
Sanjay Dhingra ◽  
Shelly Gupta ◽  
Ruchi Bhatt
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Equation Model ◽  
The Impact ◽  
The Relationship

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

scholarly journals Peranan Customer Satisfaction dan Customer Commitment terhadap e-WOM dalam Pengguna Aplikasi Gopay di Yogyakarta

2021 ◽  
Vol 6 (1) ◽  
pp. 1-14
Author(s):  
Valinda Carolina De Quelyu ◽  
Singgih Santoso
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Model ◽  
Survey Method ◽  
Customer Commitment ◽  
Consumer Commitment ◽  
And Gender ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

  Customer satisfaction that takes place consistently will make consumers have a commitment to a brand and can further encourage promotion through word of mouth activitie. The purpose of this study was to determine the effect of customer satisfaction on customer commitment, and the impact on consumer commitment to do e-wom activities. This research uses Gopay service as the research object and gender as the moderating variable. With the survey method on 377 respondents and the structural model testing hypotheses process, the results show that consumer satisfaction has a positive effect on consumer commitment, and consumer commitment has a positive effect on e-WOM activities; while gender is proven to moderate the relationship between these variables.  

The effect of intrinsic and extrinsic motivations on mobile coupon sharing in social network sites

2016 ◽  
Vol 26 (1) ◽  
pp. 101-119 ◽  
Author(s):  
Qing Tang ◽  
Xuefeng Zhao ◽  
Shan Liu
Keyword(s):  
Social Network ◽  
Sense Of Self ◽  
Social Network Sites ◽  
Measurement Model ◽  
Content Type ◽  
Positive Effects ◽  
Self Worth ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to investigate the influence of two intrinsic (i.e. sense of self-worth and socializing) and two extrinsic motivations (i.e. economic reward and reciprocity) on mobile coupon (m-coupon) sharing by users in social network sites (SNSs). Moreover, this study examines how coupon proneness moderates the relationship between motivations and m-coupon sharing in SNSs. Design/methodology/approach – A research model that integrates four motivations, coupon proneness, and m-coupon sharing is developed. Quantitative data from 247 users are collected via online and offline survey. Partial least squares technique is employed to evaluate the measurement model, and hypotheses are tested through hierarchical regression analysis. Findings – Sense of self-worth, socializing, economic reward and reciprocity have positive effects on m-coupon sharing in SNSs. Furthermore, coupon proneness positively moderates the relationship of socializing and reciprocity with m-coupon sharing, whereas the moderating effects of coupon proneness on the relationship of sense of self-worth and economic reward with m-coupon sharing are insignificant. Originality/value – The findings highlight the integrated effects of coupon proneness and motivations on m-coupon sharing in SNS. The impact of socializing and reciprocity on m-coupon sharing is higher for users with higher coupon proneness. However, the effect of sense of self-worth and economic reward on m-coupon sharing is the same regardless of coupon proneness of users. Therefore, although users with different motivations should be identified, SNSs and merchants should develop different incentive mechanisms to promote m-coupon sharing among various users.

scholarly journals CUSTOMER ORIENTATION OF SERVICE EMPLOYEES: A PHANTOM MODEL APPROACH

2016 ◽  
Vol 12 (1) ◽  
Author(s):  
Reema Farooghi ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Customer Orientation ◽  
Customer Retention ◽  
Service Employees ◽  
Emotional Commitment ◽  
Relationship Of ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Practical Implications

Purpose: The purpose of this study is to analyze Customer Retention as a result of Customer Service Employees. It helps to study the attitude of the customers and analyze the factors that are held important by the customers towards achievement of their satisfaction. Methodology: CFA and Path Analysis have been used to analyze the data collected from young telecom users. Data has been collected using convenience sampling from young telecom consumers using self-administered questionnaire. Findings: The results indicate that there is a significant relationship between Customer Orientation of Service Employees and Customer Retention, Customer Satisfaction and Emotional Commitment. It is also analyzed that there Customer Satisfaction and Emotional Commitment mediates the effect between Customer Orientation of Service Employees (COSE) and Customer Retention. Practical Implications: This study contributes in a number of ways. First it provides an understanding regarding the relationship of Service Employees and Customer Retention. Secondly it helps to analyze the criteria that need to be used so as to increase customer satisfaction and their involvement in the organization; thirdly it provides empirical evidence of the work and theory laid by Hennig-Thurau, 2004.

Business: Making Cents of Coding Systems: Billing for Professional Services

2010 ◽  
Vol 20 (1) ◽  
pp. 3-8
Author(s):  
Dee Adams Nikjeh
Keyword(s):  
Professional Services ◽  
Speech Language Pathology ◽  
Coding Systems ◽  
Language Pathology ◽  
Program Funding ◽  
Fee Schedule ◽  
Procedure Codes ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

Abstract Administrators and supervisors face daily challenges over issues such as program funding, service fees, correct coding procedures, and the ever-changing healthcare regulations. Receiving equitable reimbursement for speech-language pathology and audiology services necessitates an understanding of federal coding and reimbursement systems. This tutorial provides information pertaining to two major healthcare coding systems and explains the relationship of these systems to clinical documentation, the Medicare Physician Fee Schedule and equitable reimbursement. An explanation of coding edits and coding modifiers is provided for use in those occasional atypical situations when the standard use of procedural coding may not be appropriate. Also included in this tutorial is a brief discussion of the impact that the Medicare Improvements for Patients and Providers Act of 2008 (HR 6331 Medicare Improvements for Patients and Providers Act [MIPPA], 2008) has had on the valuation of speech-language pathology procedure codes.

Structural Modeling of Institute of Entrepreneurship in Russia

2019 ◽  
pp. 34-48
Author(s):  
Svetlana L. Sazanova
Keyword(s):  
Global Economy ◽  
Structural Model ◽  
Institutional Environment ◽  
Small And Medium Enterprises ◽  
Structural Modeling ◽  
Entrepreneurial Activity ◽  
Pattern Modeling ◽  
Medium Enterprises ◽  
The Impact ◽  
The Relationship

Entrepreneurship plays an important role in the modern global economy; the share of products of small and medium enterprises in the gross product and exports not only of the developed but also of developing countries is growing. Innovation processes cover all sectors of the economy, and more and more people are involved in entrepreneurial activity, which contributes to the penetration of entrepreneurial thinking and business values in all areas of the socioeconomic life of society. The Institute of Entrepreneurship plays an increasingly prominent role in the institutional environment of socio-economic systems. This actualizes the problem of studying the relationship of the institution of entrepreneurship with the institutions of law, culture, management. This requires a methodology that allows you to explore the impact on the institute of entrepreneurship not only economic, but also non-economic factors. The methodology of the “old” institutionalism possesses such a tool, it is structural modeling (pattern modeling), which allows to explore the diversity of interrelationships of the institution of entrepreneurship with other components of the institutional and economic environment. The article explored the features of the development of the institution of entrepreneurship in Russia, established the relationship between the institution of entrepreneurship, values, motives and incentives for entrepreneurial activity, built a structural model of the institution of entrepreneurship based on the methodology of the old institutionalism (pattern modeling). The structural model of the institution of entrepreneurship reveals the relationship between the institution of entrepreneurship, the values of entrepreneurial activity, its motives and incentives; as well as the relationship between the institution of entrepreneurship with the institutions of governance, cultural and religious institutions, legal institutions and society.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

Eating Behavior of Brazilian College Students: Influences of Lifestyle, Negative Affectivity, and Personal Characteristics

2020 ◽  
pp. 003151252098308
Author(s):  
Bianca G. Martins ◽  
Wanderson R. da Silva ◽  
João Marôco ◽  
Juliana A. D. B. Campos
Keyword(s):  
College Students ◽  
Eating Behavior ◽  
Emotional Eating ◽  
Eating Behaviors ◽  
Structural Model ◽  
Negative Affectivity ◽  
Personal Characteristics ◽  
Second Order ◽  
The Impact ◽  
The Relationship

In this study we proposed to estimate the impact of lifestyle, negative affectivity, and college students’ personal characteristics on eating behavior. We aimed to verify that negative affectivity moderates the relationship between lifestyle and eating behavior. We assessed eating behaviors of cognitive restraint (CR), uncontrolled eating (UE), and emotional eating (EE)) with the Three-Factor Eating Questionnaire-18. We assessed lifestyle with the Individual Lifestyle Profile, and we assessed negative affectivity with the Depression, Anxiety and Stress Scale-21. We constructed and tested (at p < .05) a hypothetical causal structural model that considered global (second-order) and specific (first-order) lifestyle components, negative affectivity and sample characteristics for each eating behavior dimension. Participants were 1,109 college students ( M age = 20.9, SD = 2.7 years; 65.7% females). We found significant impacts of lifestyle second-order components on negative affectivity (β = −0.57–0.19; p < 0.001–0.01) in all models. Physical and psychological lifestyle components impacted directly only on CR (β=−0.32–0.81; p < 0.001). Negative affectivity impacted UE and EE (β = 0.23–0.30; p < 0.001). For global models, we found no mediation pathways between lifestyle and CR or UE. For specific models, negative affectivity was a mediator between stress management and UE (β=−0.07; p < 0.001). Negative affectivity also mediated the relationship between thoughts of dropping an undergraduate course and UE and EE (β = 0.06–0.08; p < 0.001). Participant sex and weight impacted all eating behavior dimensions (β = 0.08–0.34; p < 0.001–0.01). Age was significant for UE and EE (β=−0,14– −0.09; p < 0.001–0.01). Economic stratum influenced only CR (β = 0.08; p = 0.01). In sum, participants’ lifestyle, negative emotions and personal characteristics were all relevant for eating behavior assessment.

scholarly journals The Relationship of CSR Communication on Social Media with Consumer Purchase Intention and Brand Admiration

2021 ◽  
Vol 16 (5) ◽  
pp. 1217-1230
Author(s):  
Shuchi Gupta ◽  
Nishad Nawaz ◽  
Adel Abdulmhsen Alfalah ◽  
Rana Tahir Naveed ◽  
Saqib Muneer ◽  
...  
Keyword(s):  
Social Media ◽  
Purchase Intention ◽  
Structural Equation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Csr Communication ◽  
Consumer Purchase Intention ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

With the advent of the Internet and other digital technologies, contemporary businesses from all sectors are using social media for communication with consumers to engage them meaningfully with a brand. However, the use of social media for corporate social responsibility (CSR) communication is relatively new to the existing literature. Likewise, the impact of CSR communication through social media (CSR-S) on consumer emotions and behavior is, to date, underexplored. To address this, the present research aims to test the relationship of CSR-S on brand admiration and consumer purchase intention. The study proposes a direct relationship between CSR-S and purchase intention with a mediating effect of brand admiration. The data were collected from the banking consumers of Pakistan through a self-administered questionnaire. The authors distributed 800 questionnaires and received 463 questionnaires useful for data analysis, so the present research study response rate was around 59%. The data were analyzed using the structural equation modeling (SEM) technique in AMOS. The results revealed that CSR-S is positively related to purchase intention (β = 0.233). The results further showed that brand admiration partially mediates this relationship (β = 0.079). The survey respondents confirmed that their bank’s CSR communication helps enhance their purchase likelihood and their feelings of admiration for their bank. These findings will help policymakers at banking institutions better understand the importance of CSR communication on different social media platforms to achieve consumer-related outcomes.

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