Influencing Factors on Customer Satisfaction towards American Brands in the Food and Beverage Industry in Malaysia

2016 ◽  
Vol 2 (2) ◽  
pp. 69 ◽  
Author(s):  
Nur Atiqah Rochin Demong ◽  
Abdul Kadir Othman ◽  
Salmi Bawasa
Keyword(s):  
Customer Satisfaction ◽  
Influencing Factors ◽  
Perceived Value ◽  
Perceived Quality ◽  
Kuala Lumpur ◽  
Customer Expectation ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper.

scholarly journals Pengaruh Experiential Marketing dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi

2021 ◽  
Vol 5 (1) ◽  
pp. 56
Author(s):  
Ika Nurul Febrianti ◽  
Keni Keni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Experiential Marketing ◽  
Probability Sampling ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Convenience Sampling

The aims of this study are four: first, to explore the effects of experiential marketing and service quality toward customer satisfaction. Second, to explore the effects of experiential marketing and service quality toward customer loyalty. Third, to explore the effects of customer satisfaction toward customer loyalty. Fourth, to find out the effects of experiential marketing and service quality toward customer loyalty if mediated by customer satisfaction. The samples that were collected were 154 respondents who are customers from one of food and beverage industry in Jakarta. The method of data collection is conducted by non-probability sampling with the technique of convenience sampling through online questionnaires. The data were analysed by using PLS-SEM. The results of this research are: First, experiential marketing and service service quality have a positive impact toward customer satisfaction. Second, experiential marketing has a positive impact toward customer loyalty, but service quality does not have a positive impact toward customer loyalty. Third, customer satisfaction has a positive impact toward customer loyalty. Fourth, experiential marketing and service quality have a positive impact toward customer loyalty if mediated by customer satisfaction. Tujuan dari penelitian ini ada empat : pertama menguji pengaruh experiential marketing dan service quality terhadap customer satisfaction. Kedua, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty. Ketiga, menguji pengaruh customer satisfaction terhadap customer loyalty. Keempat, menguji pengaruh experiential marketing dan service quality terhadap customer loyalty bila dimediasi oleh customer satisfaction. Sampel yang dikumpulkan adalah 154 responden yang merupakan konsumen dari salah satu industri makanan dan minuman di Jakarta. Metode pengambilan data adalah non-probability sampling dengan teknik convenience sampling melalui kuesioner online. Analisis data menggunakan PLS-SEM. Hasil penelitian adalah: pertama, experiential marketing dan service quality berpengaruh positif terhadap customer satisfaction. Kedua, experiential marketing berpengaruh positif terhadap customer loyalty tetapi service quality tidak memiliki pengaruh positif terhadap customer loyalty. Ketiga, customer satisfaction memiliki pengaruh positif terhadap customer loyalty. Keempat, experiential marketing dan service quality berpengaruh positif terhadap customer loyalty bila dimediasi oleh customer satisfaction.

scholarly journals Evaluating Customer Satisfaction Using the ACSI Model in a Themed Restaurant in Bangkok

2020 ◽  
Vol 11 (1) ◽  
pp. 55
Author(s):  
MuLong Mao ◽  
Paul James
Keyword(s):  
Environmental Factors ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Systematic Random Sampling ◽  
Customer Expectation ◽  
Customer Feedback ◽  
Service Factors ◽  
Effective Service

This is a research paper that is focused on evaluating the effects of associated factors (Quality, Service and Environmental) that influence customer satisfaction at a small restaurant.This research uses a defined population of 500 restaurant members. The calculated sample size was 222 respondents chosen using systematic random sampling. Data analysis was conducted through SPSS, v23. Appropriate tests were applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value and customer satisfaction extracted from the ACSI index.The result shows that females are the target purchase group. Environmental factors respond mostly to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Quality and Service; and Environmental factors influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction but Customer expectation does not appear to positively affect customer satisfaction.The results indicate that customers focus on the actual experience achieved and overall feeling relating to the product and service experience - which together appears to support the ACSI theory. The assessment revealed that quality and service factors relating to Customer Expectation and Perceived Quality; Service/Environmental factors relating to Perceived Value need to be facilitated, as it can improve overall customer satisfaction for small restaurants. Moreover, it was realised that the demand for further examination related to the customer satisfaction is high and the need for developing more effective service delivery improvements centred on customer feedback.

scholarly journals Assessing the Factors Influencing Customer Satisfaction at a Specialised Boutique Restaurant in Bangkok

2020 ◽  
Vol 10 (4) ◽  
pp. 50
Author(s):  
Chun Zhang ◽  
Paul James
Keyword(s):  
Environmental Factors ◽  
Customer Satisfaction ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Service ◽  
Research Model ◽  
Quality Factors ◽  
Customer Expectation ◽  
Factors Influencing ◽  
Service Factors

This paper evaluates the effects of associated factors (Quality, Service, and Environmental) that influence customer satisfaction at a single, stand-alone boutique restaurant. It uses ACSI as a research model to study customer satisfaction.This research uses a defined population of 4800 restaurant visitors over, for 60 days representing a previous, specific, and focused marketing exercise. The calculated sample size was 369, where respondents were chosen using systematic random sampling.Data analysis is conducted using appropriate tests that are applied to 4 variables determined as Customer Expectation, Perceived Quality, Perceived Value, and customer satisfaction extracted from the ACSI index.The study result shows that females are the target purchase group. Environmental factors respond primarily to Customer expectation and Perceived Quality; Quality and Environmental factors respond mostly to Perceived Value, Perceived Quality, Service factors that influence Customer Satisfaction. From this study, Perceived Quality and Perceived Value are significantly positive for customer satisfaction， but Customer expectation does not positively affect customer satisfaction.The results further indicate that customers focus on the experience, the authentic experience achieved expectation, and overall feeling after product and service experience. The results support the ACSI theory. The assessment revealed that Quality and Service factors relating to Customer Expectation and Perceived Quality factors relating to Perceived Value need to facilitate, as it can improve overall customer satisfaction for small restaurants.

scholarly journals The Mediation Effect of Customer Satisfaction in Relationship between Product Quality and Service Quality towards Customer Loyalty In Fuzee Sushi

2021 ◽  
Vol 6 (2) ◽  
pp. 172
Author(s):  
Charly Hongdiyanto ◽  
Kevin Liemena
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage

<p>Food and beverage industry in Indonesia has been growing constantly every year and also contributed to manufacture and economy growth in both current and the next following years. The important role of food and beverage industry is transparent through the consistent contribution and significant impact toward Gross Domestic Product and food and beverage startup businesses has been experiencing growth every year due to the growth of population in Indonesia. This study was made to know the effect of product quality and service quality towards customer loyalty of Fuzee Sushi. There is also customer satisfaction as a mediator between product quality and service quality to customer loyalty. This research aims on Fuzee Sushi’ customers that has bought the product more than once. An online questionnaire was distributed to the entire sample and used five points Likert scale as a measurement method. The data are analyzed using Partial Least Square. The result of this research showed that product quality has positive relationship toward customer loyalty directly however, service quality does not have positive impact directly toward customer loyalty. Product quality and service quality mediated by customer satisfaction has positive impact towards customer loyalty. The findings purpose is to understand more about product quality, service quality, customer satisfaction, and customer loyalty relationship in start-up food and beverage business in Indonesia.<strong></strong></p><p><strong> </strong></p>

scholarly journals The Effect of Product Innovation on Interest with Satisfaction as Mediation

2021 ◽  
Vol 5 (1) ◽  
pp. 45-58
Author(s):  
Auditia Setiobudi
Keyword(s):  
Customer Satisfaction ◽  
Product Innovation ◽  
Consumer Satisfaction ◽  
Food Industry ◽  
Mediating Effect ◽  
Frozen Food ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Sampling Approach

In the future, the food and beverage industry is very promising for industry players due to the trend growth of the food and beverage industry in Indonesia. The food and beverage business is starting to grow rapidly in Indonesia so that it attracts many people to innovate. One form of innovation is the frozen food industry. This study aims to determine the effect of product innovation on repurchase interest by looking at consumer satisfaction as a mediating effect on the frozen food industry. The population in this study were 147 people who were frozen food consumers. Sei. By using a purposive sampling approach and using the Slovin formula, it was determined that the number of samples in this study were 108 respondents. The results of this study indicate that product innovation has a positive and significant effect on customer satisfaction. Product innovation and customer satisfaction have a significant effect on repurchase interest. Consumer satisfaction can mediate the effect of product innovation on consumer repurchase interest. Keywords: Product Innovation; Consumer Satisfaction; Repurchase Interest; Mediation; frozen food.

scholarly journals Obtaining customer satisfaction by managing customer expectation, customer perceived quality and perceived value

2021 ◽  
Vol 9 (2) ◽  
pp. 481-488 ◽  
Author(s):  
Martinus Tukiran ◽  
Pauline Henriette Pattyranie Tan ◽  
Widodo Sunaryo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
International Baccalaureate ◽  
International Schools ◽  
Educational Institution ◽  
Perceived Value ◽  
Perceived Quality ◽  
Quality Education ◽  
Customer Expectation ◽  
Baccalaureate Curriculum

There is a need in the community which is realized by volunteering the community to pay some costs to get the quality education offered, also supported by government regulations that encourage the existence of international schools in each region, as well as the influence of globalization. The existence of these international standard schools using Cambridge or International Baccalaureate curriculum has brought big changes in managing schools as an educational institution. Education management is a necessity for schools today to be able to manage schools that focus on customer desires and satisfaction, without overriding the main values in education. Therefore, Structural Equation Modelling (SEM) is employed to spot the arena of this study; Customer Expectation and Customer Perceived Quality mediated by Customer Perceived Value will affect customer satisfaction. The model is expected to provide the model for education institutions how to manage customer satisfaction in-line with delivering quality education.

scholarly journals DAMPAK KUALITAS LAYANAN DAN HARGA PADA KEPUASAN KONSUMEN (STUDI KASUS PADA KONSUMEN KITAKITA FS)

2020 ◽  
Vol 19 (1) ◽  
pp. 50-58
Author(s):  
Liliana Dewi ◽  
Tania Callista
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Improve Service Quality ◽  
A Company

KITAKITA FS is a company engaged in food and beverage. The movement of the food and beverage industry with a very rapid increase is one of the things that drives KITAKITA FS in establishing a company. Service quality and price are factors that support customer satisfaction and customer satisfaction is the main factor that supports business continuity. Therefore, this study aims to determine the effect of service quality and price on customer satisfaction KITAKITA FS. This research is quantitative research. The method used in this study is multiple linear analysis. The population in this study was 257 consumers who had come to KITAKITA FS more than once. The sampling technique used in this study is simple random sampling. Data collection is done using a questionnaire distributed to 156 respondents. The results of the study show that service quality and price have a significant effect on customer satisfaction. The results of this study are used to improve service quality and prices of KITAKITA FS that have not met customer satisfaction.

scholarly journals Nilai Yang Dipersepsikan Terhadap Kepuasan Pelanggan Serta Dampaknya pada Loyalitas Pelanggan Industri Jasa Perbankan di Kota Denpasar

2019 ◽  
Vol 7 (2) ◽  
Author(s):  
Ni Luh Sayang Telagawathi
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Perceived Value ◽  
Development Program ◽  
Perceived Quality ◽  
Market Place ◽  
Customer Expectation ◽  
Customer Complaint

As the developing of the research made by Anderson, et al. (1996); primary purpose of the research reported here is to observe empirically several specific hypothesis influence of customer expectation, perceived quality, perceived value, customer satisfaction, customer complaint and customer loyalty in bank service. The result this study show that customer satisfaction directly affected by perceived quality and perceived value postpurchase. Perceived value itself is affected by perceived quality and customer expectation. Customer expectation not directly affected by customer satisfaction but customer expectation indirectly affected by perceived value.  Research also found that consistency of customer satisfaction  do not give any influence to customer complaint but customer satisfaction in banking service industry has a significant influence by customer loyalty. The results of the research is aimed to explain the existing of relationship between customer expectation, perceived quality, perceived value of customer satisfaction and  relationship between customer satisfaction to customer loyalty. The concept implied on this research will help much in resolving problem and decision making based on to service marketing development program, and implement the best quality strategy as the key to service provider effort the position themselves more effectively in the market place. Respondent is 200 customers of Mandiri in Denpasar. Two-Step Approach to Structural Equation Model (SEM).

scholarly journals Pengaruh Perceived Value, Perceived Quality dan Customer Satisfaction terhadap Customer Loyalty Warunk Upnormal di Jakarta

2020 ◽  
Vol 2 (3) ◽  
pp. 758
Author(s):  
Koko Andianto ◽  
Carunia Mulya Firdausy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Sample Selection ◽  
Perceived Value ◽  
Sampling Technique ◽  
Perceived Quality ◽  
Survey Method ◽  
Descriptive Research ◽  
Convenience Sampling

Research is conducted to find out that there is a significant influence of the three variables, perceived value, perceived quality and customer satisfaction on Customer loyalty. This research was conducted based on the existence of a problem to consumer loyalty to a brand that is indicated due to perceived value, perceived quality and customer satisfaction. This research uses a descriptive research design through a quantitative approach with data collection using a survey method that produces 100 respondents through Google form. The sample in this study were consumers who had visited to make purchases and had visited at least two Warunk Upnormal outlets. The sample selection technique chosen in this study is the Convenience sampling technique. In this study, the findings show that the three independent variables studied were proven to have a significant influence on the dependent variable. Riset dilakukan guna mengetahui bahwa adanya pengaruh yang signifikan dari ketiga variabel, perceived value, perceived quality dan customer satisfaction terhadap Customer loyalty. Penelitian ini dilakukan berdasarkan adanya suatu masalah terhadap loyalitas konsumen atas sebuah merek yang terindikasi disebabkan oleh perceived value, perceived quality dan customer satisfaction. Penelitian ini menggunakan desain penelitian deskriptif melalui pendekatan kuantitatif dengan pengumpulan data menggunakan metode survei yang menghasilkan 100 responden melalui google form. Sampel pada penelitian ini adalah para konsumen yang pernah berkunjung untuk melakukan pembelian dan sudah pernah sedikitnya dua kali berkunjung ke gerai Warunk Upnormal. Teknik pemilihan sampel yang dipilih pada penelitian ini yaitu menggunakan teknik Convenience sampling. Dalam penelitian ini menghasilkan temuan bahwa ketiga variabel independen yang diteliti terbukti bahwa adnya pengaruh yang cukup signifikan terhadap variabel dependen.

scholarly journals FOOD TOURISM MOTIVATION AND CUSTOMER SATISFACTION ON HIPSTER CAFÉ IN JOHOR BAHRU, MALAYSIA

2021 ◽  
Vol 6 (26) ◽  
pp. 155-162
Author(s):  
Mohd Faizal Md Saleh ◽  
Norhazliza Abd. Halim ◽  
An-Nisa’ Mohd Farid
Keyword(s):  
Young People ◽  
Customer Satisfaction ◽  
Food Industry ◽  
Beverage Industry ◽  
Food And Beverage Industry ◽  
Food And Beverage ◽  
Tourism Motivation ◽  
Foodservice Industry ◽  
Food Tourism

Hipster Café has developed in accordance with the hipster ideology of the food and beverage industry. Hipster, according to Greif (2016), refers to "rebel consumers" who describe their lifestyle and purchases in ways that vary from the standard. Interrelated with this was the introduction of the hipster concept into the food industry. Food tourism motivation plays an important factor in keeping hipster cafés competitive in the foodservice industry. As a result, this study aims to find out what young people think about the food tourism motivations and customer satisfaction of Hipster Café, as they have been recognized as regular visitors.

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