scholarly journals Pengaruh Service Quality, Food Quality, dan Perceived Value terhadap Behavioral Intentions dengan Consumer Satisfaction sebagai Variabel Mediasi pada Coffee Shop Rimbun Espresso and Brew Bar di Kota Padang

2020 ◽  
Vol 9 (2) ◽  
pp. 125
Author(s):  
HABIBAH MUHARMI
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Behavioral Intentions ◽  
Consumer Satisfaction ◽  
Perceived Value ◽  
Coffee Shop ◽  
Quality Food

scholarly journals ANALYSIS OF ATMOSPHERICS, FOOD QUALITY, SERVICE QUALITY, AND PERCEIVED VALUE THAT ARE DIED BY ASICICOMIC SATISFACTION TO BEHAVIORAL INTENTION

2019 ◽  
Vol 17 (1) ◽  
pp. 15
Author(s):  
Rowlan Takaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Quantitative Approach ◽  
Quality Service ◽  
The Way

The problem of this research was to identified the factors that have effects on behavioral intentions such as analsys atmospherics, food quality, and service quality, perceived value, with mediation customer satisfaction.The objectives of this research was people who ever tried Nanny’s Pavillon in South Jakarta. The methodology of this research was the design applies quantitative approach. Data collected by 154 customers of Nanny’s Pavillon. Finding and contribution in this research was provide suggestion for Nanny’s Pavillon to concern about the way to atmospherics, food quality, service quality, perceived value, and customer satisfaction because it has an effect to behavioral intentions for Nanny’s Pavillon.Research Limitation/ implication in this research were this research only for the Nanny’s Pavillon’s customer in South Jakarta, so this result of this research couldn’t be generalization and not applied for all Nanny’s customer in Jakarta

scholarly journals Millennial Experience with Online Food Home Delivery: A Lesson from Indonesia

10.28945/4386 ◽  
2019 ◽  
Vol 14 ◽  
pp. 277-294 ◽  
Author(s):  
Dwi Suhartanto ◽  
David Dean ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Home Delivery ◽  
Food Delivery ◽  
Future Research ◽  
Delivery Service ◽  
Quality Food ◽  
Delivery Services

Aim/Purpose: To examine millennial satisfaction towards online food delivery services, including e-service quality, food quality, and perceived value as the determinants and behavioral intention as the consequence. Background: Among the generational cohorts, millennials are a demanding target group for many retailers, including restaurants. Despite many studies examining millennial behavior in the restaurant context, almost no research on millennial attitudes and behavior in the context of online food home delivery service can be found. Methodology: For this research, 332 millennials completed a self-administered survey in Indonesia. To assess the associations between satisfaction and its determinants and consequences, this study employs Partial Least Square modeling. Contribution: This research extends existing knowledge of millennial satisfaction toward online food delivery service by highlighting that food quality, e-service quality and perceived value are the main determinants of satisfaction for online food purchasing among millennials. Further, this study offers support for the spillover theory in the online food home delivery service from millennial perspective. Findings: This study uncovers the important direct dual influences of e-service quality and food quality on millennial satisfaction with online food delivery services. Further, this study notes that e-service and food quality also have an indirect influence on satisfaction via perceived value. Moreover, satisfied millennial customers are more likely to re-purchase, recommend to others, and re-purchase at an increased price. Recommendations for Practitioners: For small and medium restaurants, it is suggested that they need to focus solely on their core business of providing food. If they want to offer an e-service, they should develop strategic cooperation with one or more online service providers. Recommendation for Researchers: Millennials tend to repurchase, recommend, and be willing to pay more in the future extends the existing models that look at the associations among quality, satisfaction and behavioral intention. Thus, in online restaurant purchasing services, both e-service quality and food quality should be included in the future research models. Impact on Society: This study could help restaurant industries to increase their business performance and, indirectly, impact on society as a whole by providing high quality food, employment opportunities, and tax revenues. Future Research: Future researchers can reassess the model in different countries and/or with other generation cohorts as well as including other variables such as trust, image, involvement, as well as socio-demographic factors.

Behavioral Intention Toward Online Food Purchasing

2020 ◽  
Vol 16 (4) ◽  
pp. 34-50
Author(s):  
Dwi Suhartanto ◽  
Tuan Ahmad Tuan Ismail ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni ◽  
Tintin Suhaeni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Empirical Studies ◽  
Perceived Value ◽  
Food Purchasing ◽  
Managerial Practices ◽  
Quality Food ◽  
Light Medium

Despite the dramatic increase in the online food business, empirical studies on behavioral intentions across different purchase levels have been overlooked. This study is intended to assess behavioral intention towards online food purchasing including e-service quality, food quality, perceived value, and customer satisfaction across three different purchasing levels: light, medium, and heavy purchasers. A survey of 475 online food purchasers was conducted from in Bandung City, Indonesia. The results show that the formation model of behavioral intention including e-service quality, food quality, perceived value, and customer satisfaction is reliable. Further, the analysis results have also revealed that there is evidence of differences when the variables were tested across purchase levels. Lastly, this study emphasizes that food quality is an important factor in influencing behavioral intention across all online food purchase levels. The consequences of these findings were examined from both theoretical and managerial practices perspectives.

scholarly journals Pengaruh Atmosferik terhadap Kepuasan dan Niatan Perilaku Konsumen

2016 ◽  
Vol 19 (3) ◽  
pp. 355
Author(s):  
Edi Purwanto ◽  
Deny Deny ◽  
Richa Chandra Tansil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Indirect Effect ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Effect Of Food ◽  
Self Service ◽  
Restaurant Chain

<p><em>We study the atmospheric role at restaurant “X”, a Japanese chain restaurant in numerous Jakarta areas. More specifically, we analyze (1) the effect of atmospherics on service quality; (2) the effect of atmospherics on food quality; (3) the effect of atmospherics on perceived value; (4) the effect of service quality on customer satisfaction; (5) the effect of  perceived value on customer satisfaction; (6) the effect of  food quality on customer satisfaction; (7) the effect of  service quality on behavioral intentions; (8) the effect of  customer satisfaction on behavioral intentions; (9) the effect of  food quality on behavioral intentions, (10) indirect effect of atmospherics on customer satisfaction; and (11) indirect effect of atmospherics on behavioral intentions. We distributed questionnaires to customers of “X” restaurant and received back 283 questionnaires, of which 229 were usable for further analysis. Overall, the findings support all the hypotheses, except hypotheses (4) and  (7), probably because this is a self-service restaurant chain.</em></p><p><em><br /></em></p><p align="center"><strong>Abstrak</strong></p><p align="center"><em><strong> </strong></em></p><p>Penelitian ini dilakukan untuk mengetahui peran atmosferik di restoran “X,” sebuah restoran Jepang yang berada di berbagai area di Jakarta. Penelitian ini menganalisis (1) pengaruh atmosferik terhadap kualitas layanan; (2) pengaruh atmosferik terhadap kualitas makanan; (3) pengaruh atmosferik terhadap nilai yang dirasakan; (4) pengaruh kualitas layanan terhadap kepuasan pelanggan; (5) pengaruh nilai yang dirasakan terhadap kepuasan pelanggan; (6) pengaruh kualitas makanan terhadap kepuasan pelanggan; (7) pengaruh kualitas layanan terhadao niatan perilaku konsumen; (8) pengaruh kepuasan pelanggan terhadap niatan perilaku konsumen; (9) pengaruh kualitas makanan terhadap niatan perilaku konsumen; (10) pengaruh tidak langsung atmosferik terhadap kepuasan pelanggan; dan (11) pengaruh tidak langsung atmosferik terhadap niatan perilaku konsumen. Desain penelitian ini adalah kuantitatif. Kami membagikan kuesioner kepada para pelanggan restoran “X” di Jakarta dan kuesioner yang kembali berjumlah 283, yang mana ada 54 kuesioner yang tidak dapat digunakan, sehingga penelitian ini menggunakan 229 sampel. Setiap indikator terbukti sahih dan setiap variabel terbukti handal. Penelitian ini menemukan bahwa pengaruh atmosferik terhadap kualitas layanan, kualitas makanan, dan nilai yang dirakan secara parsial positif dan signifikan. Pengaruh nilai yang dirasakan dan kualitas makanan terhadap kepuasan pelanggan secara parsial juga positif dan signifikan. Pengaruh kepuasan pelanggan terhadap niatan perilaku konsumen positif dan signifikan. Pengaruh kualitas makanan terhadap niatan perilaku konsumen juga ditemukan positif dan signifikan. Pengaruh tidak langsung atmosferik terhadap kepuasan pelanggan dan niatan perilaku konsumen juga positif dan signifikan. Namun, karena di restoran yang diteliti konsumen mereka melayani diri sendiri, maka kualitas layanan tidak berpengaruh signifikan terhadap kepuasan pelanggan dan niatan perilaku konsumen.<em><br /></em></p>

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals Understanding Risk Perception toward Food Safety in Street Food: The Relationships among Service Quality, Values, and Repurchase Intention

2021 ◽  
Vol 18 (13) ◽  
pp. 6826
Author(s):  
Kyung Hwa Seo ◽  
Jee Hye Lee
Keyword(s):  
Food Safety ◽  
Risk Perception ◽  
Service Quality ◽  
Food Quality ◽  
Perceived Value ◽  
Internet Survey ◽  
Food Culture ◽  
Repurchase Intention ◽  
Street Food ◽  
Perception Group

This paper aims to identify service quality dimensions of street food that have an impact on utilitarian and hedonic values and to determine the effect of utilitarian and hedonic values on repurchase intention. It also examines the moderating effect of risk perception toward street food safety on the relationship between service quality and perceived value. An Internet survey was performed in Korea with 285 respondents. The results confirmed that the five dimensions of street food’s service quality—food quality, employee service, physical environment, price, and rapidity of service—had positive impacts on utilitarian and hedonic values. All perceived value (utilitarian, hedonic) has an impact on repurchase intention. Finally, the food quality of street food showed a stronger influence on utilitarian value among the low-risk perception group than the high-risk perception group depending on the consumers’ level of awareness of food safety. This provides new insights for marketing strategies to attract domestic/foreign consumers to street food vendors and for creating a new food culture by emphasizing important domains of service quality, the relation of quality to consumer values, and risk perception toward food safety in street food.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

scholarly journals Analisis Kualitas Makanan dan Perceived Value terhadap Kepuasan Konsumen pada Industri Rumah Makan

2019 ◽  
Vol 3 (2) ◽  
pp. 58-64
Author(s):  
Clara Candra Komala ◽  
Nor Norisanti ◽  
Asep M. Ramdan
Keyword(s):  
Customer Satisfaction ◽  
Correlation Coefficient ◽  
Food Quality ◽  
Consumer Satisfaction ◽  
Perceived Value ◽  
Multiple Correlation Coefficient ◽  
Coefficient Of Determination ◽  
Multiple Correlation ◽  
F Test ◽  
Effect Of Food

The purpose of this study was to analysis the effect of food quality and perceived value on consumer satisfaction in the restaurant industry. The sample used in this research was 98 respondents and data collection methods using a questionnaire. The method used in this study is the use the type of probability sampling includes in the simple random sampling. The analysis technique using validity test, reliability test, multiple linear regression analysis, including test coefficient of determination, multiple correlation coefficient, and simultaneous test (F test).The results of the test coefficient of determination seen from value (Adjusted R2) of 0,473 can be interpreted that the effect of Food Quality and Perceived Value on consumer satisfaction is 4,73%. The remaining 52,7% is influenced by other factors not explained in this study. Based on the multiple correlation coefficient test seen from the R value of 0.696, it shows that there is a strong relationship between food quality and perceived value with customer satisfaction. Based on the F test the probability value sig. 0,000 <0,05, which means that together Food Quality (X1) and Perceived Value (X2) significantly influence customer satisfaction (Y).

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