scholarly journals ANALISIS FAKTOR PEMBENTUK PERSEPSI NILAI DALAM MENINGKATKAN KEPUASAN PELANGGAN

2004 ◽  
Vol 3 (2) ◽  
Author(s):  
Werner R. Murhadi
Keyword(s):  
Customer Satisfaction ◽  
Perceived Risk ◽  
Perceived Value ◽  
Price Fairness ◽  
Customer Perceived Value ◽  
Tourism Sector ◽  
Perceived Price ◽  
Tourism Services ◽  
Actual Price

Tourism has a bright future and so does the hotel industry. Many opportunities in tourism sector have influenced the great number of tourism services provider and the effect is high competition. Increasing in competition can induce service quality of the corporation for creating the customer satisfaction. Customer satisfaction is influenced by many factors such as perceived valued by the customer. Perceived value is the consumer's overall assessment of the utility of a product based on perceptions of what received and what is given. Perceived Quality, Perceived Risk, Perceived Price and Price Fairness influence perceived value. Perceived price is formed by actual price that corporation charges to the consumer and brand class of product. This paper according to tourism sector, but the model can be used for others sector

scholarly journals Measuring Customer Satisfaction When Dining at a Casual Restaurant: An Application of Kisang's Model

2020 ◽  
Vol 6 (2) ◽  
pp. 1
Author(s):  
Soomro Dr. Raheem Bux ◽  
Brohi Noor Ahmed ◽  
Memon Khair Muhammad ◽  
Gilal Rehman Gul
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Average Temperature ◽  
Environment Quality ◽  
Customer Perceived Value ◽  
Quality Dimensions

The culinary business is being increased rapidly in Pakistan. Usually, Pakistani consumers prefer to eat meals at homes cooked by female members owing to cultural, social and religious reason. In order to bridge up the gap in existing hospitality literature, the objective of this research manuscript is to find out the relation among dimensions of quality (food quality, service quality and quality of physical environment), customer satisfaction, restaurant image, behavioral intentions and customer perceived value in casual restaurants in Sukkur city. Data for this research study have been collected from customers of restaurants located in Sukkur city through convenience sampling. SPSS (24) and Smart PLS (3.0) versions were used for data analysis. Service quality dimensions of causal restaurant were found important determinants of the restaurant image and customer perceived value followed by physical environment and service quality; whereas, the physical environment quality was not found to be a significant factor of perceived value of customer. Additionally, food quality is measured as an important restaurant’s product. Another outcome of the present study exhibited that quality of physical environment holds a substantial positive effect on restaurant image. The findings indicate quality in food and service is highly important to satisfy customers and make their behavior positive about casual restaurant. Further, as an average temperature remains above 400 in Sukkur city, internal environment of the restaurant is significant as it will affect the mood and perception of customers when they dine in the casual restaurant.

Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Juliana Juliana ◽  
Febika Fitrian Putri ◽  
Neni Sri Wulandari ◽  
Udin Saripudin ◽  
Ropi Marlina
Keyword(s):  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Perceived Value ◽  
Content Type ◽  
Revisit Intention ◽  
Tourism Sector ◽  
Tourism Services ◽  
The City ◽  
Intention To Revisit ◽  
Central Factors

Purpose This study aims to investigate the influence of Muslim tourist perceived value (MTPV) on Muslim millennials’ intention to revisit Bandung (Indonesia) with customer satisfaction as an intervening variable. Design/methodology/approach Using quantitative methods, this study analyzed responses to a questionnaire distributed to 250 respondents from all over Indonesia. To test the hypothesis, the data were analyzed through Path Analysis using SPSS 24.I software. Findings The results suggest that MTPV has a significant effect on revisit intention to the city. This finding affirms that Islamic values and customer satisfaction are very important in encouraging millennial Muslims to revisit Bandung (Indonesia). Practical implications To increase Muslim millennials’ intention to revisit Bandung (Indonesia), tourist perceived value and satisfaction are central factors. The government's role is central in promoting halal tourism through various platforms, such as social media, seminars, workshops inter alia to increase MTPV and satisfaction rate toward the city. In addition, stakeholders in tourism sector should raise the awareness to support and encourage halal tourism through certifications of halal products and tourism services, and view halal tourism as a promising sector of tourism. Originality/value This study is the first to study the effects of Muslim tourists perceived value on revisit intention of millennial Muslims to Bandung (Indonesia) with customer satisfaction as an intervening variable. This study reveals the strengths and weaknesses of the perceived value of Muslim tourists in influencing millennial Muslims to revisit the city.

scholarly journals Effect of Perceived Value on Customer Satisfaction, Loyalty and Service Quality of Selected Hospitals in Chhattisgarh

2019 ◽  
Vol 8 (3S2) ◽  
pp. 58-64
Keyword(s):  
Health Care ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Sampling Technique ◽  
Health Care Sector ◽  
Customer Perceived Value ◽  
Positive Effect ◽  
Structured Questionnaire

Health care sector in India has grown fast in the past few decades. The primary reason for existence of health care sector is to provide care for its patients and to satisfy their needs. Providing excellence in service is an imperative determinant for the escalation and development of health care units. The present study seeks to identify the effect of customers perceived value on customer satisfaction, loyalty and service quality of selected hospitals in the state of Chhattisgarh. With the help of 400 inpatient and outpatient sample respondent’s data were collected from ten hospitals covering four districts of Chhattisgarh. Purposive sampling technique was adopted for data collection with structured questionnaire. Structured equation modelling was performed for data analysis with the help of smart PLS v3 (trial). The study outcome revealed that the dimension customer perceived value is found to have positive effect on service quality, customer satisfaction and customer loyalty in health care sector of Chhattisgarh. Perceived value is also found to positively predict the dimension of service quality including assurance, tangibility, reliability, responsiveness and empathy.

scholarly journals STUDI EMPIRIS TERHADAP NILAI YANG DIRASAKAN DAN KEPUASAN PELANGGAN PADA RESTORAN CEPAT SAJI

AdBispreneur ◽  
2019 ◽  
Vol 3 (3) ◽  
pp. 241
Author(s):  
Sadana Devica
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Physical Environment ◽  
Perceived Value ◽  
Research Data ◽  
Customer Perceived Value ◽  
Effect Of Food

 The aim of this study was to determine the effect of food quality, quality of physical environment, and service quality on customer perceived value and customer satisfaction. This research was conducted in five KFC restaurant outlets located in Surabaya. A total of 200 customers were examined, but only 165 questionnaires were processed because 35 questionnaires were identified as outliers so that they were excluded from the research data. The results of this study indicate that the food qualtiy has significantly effects on the customer perceived value, however the quality of the physical environment has no significant effect on the customer perceived value. Furthermore, service quality has significant effect on the customer perceived value and the customer perceived value has significant effect on customer satisfaction.Penelitian ini dilakukan dengan tujuan untuk mengetahui pengaruh kualitas makanan, kualitas lingkungan fisik, dan kualitas pelayanan terhadap nilai yang dipersepsikan pelanggan serta kepuasan pelanggan. Penelitian ini dilakukan di lima outlet restoran KFC yang berada di Surabaya. Sebanyak 200 pelanggan yang diteliti, namun hanya 165 kuesioner yang dapat diolah karena 35 kuesioner teridentifikasi sebagai outlier sehingga dikeluarkan dari data penelitian. Hasil penelitian ini menunjukkan bahwa kualitas makanan berpengaruh secara signifikan terhadap nilai yang dipersepsikan pelanggan. Sedangkan kualitas lingkungan fisik menunjukkan tidak berpengaruh secara signifikan terhadap nilai yang dipersepsikan pelanggan. Selanjutnya, kualitas pelayanan menunjukkan pengaruh yang signifikan terhadap nilai yang dipersepsikan pelanggan dan yang terakhir adalah nilai yang dipersepsikan pelanggan menunjukkan pengaruh yang signifikan terhadap kepuasan pelanggan. 

scholarly journals – The effect of perceived value in achieving customer loyalty - The study of the case of Faisal Islamic Bank of Sudan \ Abu Saad branch : أثر القيمة المدركة في تحقيق ولاء العميل – دراسة حالة بنك فيصل الإسلامي السوداني/ فرع أبو سعد –

2019 ◽  
Vol 3 (7) ◽  
Author(s):  
Tariq Osman Abdullah Hilal
Keyword(s):  
Quality Of Service ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Perceived Value ◽  
Islamic Bank ◽  
Perceived Price ◽  
The Relationship

The study aims to study the relationship between perceived value (quality of service, perceived price, perceived risk, quality of relationship) and customer loyalty, case of Faisal Islamic Bank - Obeid Sudan. The importance of the study is twofold. Theoretically it clarify the concept of value and its components. Empirically, it highlights the necessity for companies to maximize the utility of products. The results show the lack of understanding and awareness of the importance of perceived value by managers and this may affect the service provided to customers, and hence lead to lower customer loyalty of the product in question. A questionnaire designed for the case study purpose is distributed to a sample of 150 individuals and after analyzing data statistically, the study reached to a number of results, the most important accredits the existence of a relationship between the perceived service of the bank and the loyalty of the client. The main recommendations is that the bank should ensure quality of its services and minimize the    

scholarly journals THE EFFECT OF COUNTRY IMAGE, PRICE FAIRNESS AND ETHICAL PRACTICE TO CUSTOMER SATISFACTION THROUGH CUSTOMER PRECEIVED VALUE OF TTS LECI SIRUP IN SURABAYA

2021 ◽  
Vol 9 (2) ◽  
pp. 105
Author(s):  
Edwin Sugianto ◽  
Margaretha Ardhanari
Keyword(s):  
Customer Satisfaction ◽  
Sampling Method ◽  
Perceived Value ◽  
Equation Modeling ◽  
Survey Method ◽  
Country Image ◽  
Price Fairness ◽  
Ethical Practice ◽  
Insignificant Effect ◽  
Customer Perceived Value

Consumers are the premiere part of companies' business activities. Therefore, the ability to provide products following their expectations and desires from a good image of the products' country origin, benefits, prices, and honesty is crucial. Accordingly, the purpose of this study is to test and analyze the effect of country image, price fairness, and ethical practices on customer satisfaction through customer perceived value. The method used in this research is quantitative with the population of people from Surabaya. The sampling method used in this study is a non-probability sampling method. The sampling technique used purposive sampling. The data collection method uses a survey method by distributing questionnaires. The measurement scale in this study uses the Likert scale. Data tests were carried out using the structural equation modeling method. From the research results, it can be obtained that the influence between variables, including country image, has a positive and significant effect on customer perceived value and has a positive and insignificant effect directly on customer satisfaction. However, when the effect is on the mediation of customer perceived value, the effect becomes positive and significant. Price fairness has a positive and significant effect directly on customer perceived value and has a positive and insignificant effect directly on customer satisfaction, but when the effect is on the mediation of customer perceived value the effect becomes positive and significant. The ethical practice has a positive and significant effect directly and indirectly on customer satisfaction. Customer perceived value has a positive and significant effect on customer satisfaction. The advice given by this study is that the TTS Leci Kaleng company can continue to understand consumer behavior in Indonesia, to attract as many consumers as possible.

scholarly journals The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction

2021 ◽  
Vol 3 (1) ◽  
pp. 1-9
Author(s):  
Ni Made Purnami ◽  
A.A Ngr Wishrawan Bhaskara Warman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Perceived Value ◽  
Customer Perceived Value ◽  
Analysis Technique ◽  
Boutique Hotel ◽  
Collection Methods

This study aims to determine the quality of service to customer satisfaction through the perceived value in Sing Ken Ken Lifestyle Boutique Hotel. This study used 130 respondents through purposive sampling method. Data collection methods used through questionnaires. Data analysis technique which is technique of path analysis and test of sobel. The results showed that the service quality is positive and significant on the perceived value of the customer, the service quality is positive and significant on customer satisfaction, the perceived value of the customer, and the perceived value of consumers as mediation of service quality to customer satisfaction. The results showed that the service quality and customers perceived value can affect consumer satisfaction and the perceived value consumers can mediate the effect of service quality to customer satisfaction.

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