scholarly journals The Relationship Between Website Quality and E-Satisfaction: A Case Study of Four- and Five-Starred Hotels in Hội An City of Quảng Nam Province

2013 ◽  
Vol 218 ◽  
pp. 147-160
Author(s):  
HUY LÊ VĂN ◽  
ÂN NGUYỄN THỊ HOÀI

E-commerce has become a familiar and indispensable part in a developing society, contributing substantially to changes in the customer behaviors and demand. In order to meet customer needs, tourism companies in general and enterprises of the hospitality industry in particular must establish their own websites at the service of their business and competition. In this paper, through aggregation of existing theories in the world and quantitative research, the authors conduct an empirical research for the case of four- and five-starred hotels in H?i An City and identify seven factors that affect the satisfaction of online customers (or e-satisfaction): (1) website design, (2) website information, (3) website security, (4) trust, (5) transaction convenience, (6) customer services, and (7) hotel services information. Those results allow authors to offer some suggestions for hospitality enterprises to enhance their customer satisfaction.

2021 ◽  
Vol 1 (1) ◽  
pp. 1-9
Author(s):  
Yulia Herwina

The purpose of this study was to determine the effect of service quality on customer satisfaction at Hotel Pekanbaru ''. The research method used is quantitative research. The sampling technique used incidental random sampling, with samples taken using the Slovin formula as many as 97 people. Finding Based on the partial test (test) it was found that there was a significant influence between service quality and Pekanbaru Hotel consumer satisfaction. It was also found that service quality contributed 95.3% to customer satisfaction while 4.7% was determined by other variables not included in this research.


2020 ◽  
Author(s):  
Andala Rama Putra Barusman ◽  
Evelin Putri Rulian ◽  
Susanto Susanto

Taking a case study of tourism as hospitality industry in Lampung Province in Indonesia, we analyze the antecedent of customer satisfaction and its impact on customer retention. Using Structural Equation Model (SEM), we find that customer relationship management has a significant impact on service quality, customer satisfaction and customer retention.


REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty


2021 ◽  
Vol 4 (1) ◽  
pp. 1-15
Author(s):  
Zi Jian Oh ◽  
Gai Sin Liem ◽  
Safina binti Ismail ◽  
Siti Aina Antasya binti Mohd Indera JR ◽  
Nur Muslihah binti Abdul Hakim ◽  
...  

The purpose of this study is to investigate factors of the development and decline of 7-Eleven in the new industrial era. This study examined the relations between marketing mix strategy (4Ps) and customer satisfaction significantly predicting the development and decline of 7-Eleven. A total of 108 respondents, 56 Malaysian and 52 Indonesian, were involved to collect the data by questionnaires. The regression results provided sufficient evidence that factors of 7-Eleven development are positively related to its marketing mix strategy and customer satisfaction or vice versa. This finding provides profound understanding about the relationship between the development and decline factors in new industrial era, its marketing mix strategy and customer satisfaction.


2020 ◽  
Vol 4 (2) ◽  
pp. 103-112
Author(s):  
Sri Dwi Ratih Wijayanti ◽  
Lina Mahardiana ◽  
Risnawati Risnawati

This study aims to: know and analyze whether the Competence and Discipline Work simultaneously and partially effect on Customer Satisfaction in the Office of State Assets and Auction (KPKNL) Palu. This study uses quantitative research which is a study that aims to explain the relationship between two or more variables with a sample of 49 customers and data analysis techniques used are multiple linear regression. The results of hypothesis analysis and testing can be concluded that: (1) based on regression test results obtained sig. F of 0.00 <0.05, which can be interpreted that the variable Competence and Work Discipline affect simultaneously to Customer Satisfaction. (2) based on regression test results obtained Competence variables have significance level t sig. 0.010 <α 0.05, which can be interpreted that the variable Competence partially significant effect on customer satisfaction. (3) based on the regression test results obtained variable Work Discipline has significance level t sig. 0,000 <α 0.05, which can be interpreted that the variable Work Discipline partially significant effect on Customer Satisfaction. Penelitian ini bertujuan untuk: mengetahui dan menganalisis apakah Kompetensidan Disiplin Kerjaberpengaruh secara serempak dan parsial terhadap Kepuasan Pelanggan di Kantor Pelayanan Kekayaan Negara dan Lelang (KPKNL) Palu. Penelitian ini menggunakan penelitian kuantitatif yang merupakan penelitian yang bertujuan untuk menjelaskan hubungan antara dua variabel atau lebih dengan sampel 49 pelanggan dan teknik analisis data yang digunakan adalah regresi linear berganda.Hasil analisis dan pengujian hipotesis dapat disimpulkan bahwa: (1) berdasarkan hasil uji regresi diperoleh sig. F sebesar 0,00 < 0,05, yang dapat diartikan bahwa variabel Kompetensidan Disiplin Kerjaberpengaruh secara serempak terhadap Kepuasan Pelanggan. (2) berdasarkan hasil uji regresi diperoleh variabel Kompetensimemiliki tingkat signifikasi t sig. 0,010 < α 0,05, yang dapat diartikan bahwa variabel Kompetensisecara parsial berpengaruh signifikan terhadap kepuasan pelanggan. (3) berdasarkan hasil uji regresi diperoleh variabel Disiplin Kerja memiliki tingkat signifikasi t sig. 0,000 < α 0,05, yang dapat diartikan bahwa variabel Disiplin Kerja secara parsial berpengaruh signifikan terhadap Kepuasan Pelanggan.


KWALON ◽  
2014 ◽  
Vol 19 (2) ◽  
Author(s):  
Harrie Jansen

Reality, observation and reporting. The epistemology of qualitative and quantitative research Reality, observation and reporting. The epistemology of qualitative and quantitative research In recurring debates on philosophical presuppositions, the opposition of qualitative versus quantitative research is often mixed up with other oppositions like positivism versus humanism. Restriction to empirical research may help to clear the debate. With that restriction, qualitative and quantitative research do not differ in their philosophical presuppositions. All empirical research presupposes (1) a reality apart from our senses, (2) the ability of humans to observe reality, (3) the ability to report observations to others, and (4) the ability to test the validity of reports. These presuppositions are necessary and self-evident in daily life, but cannot be proven. One crucial problem is the relationship between reality and language in communicating facts (empirical observations).


2017 ◽  
Vol 8 (2) ◽  
pp. 96-106 ◽  
Author(s):  
Anshul Garg ◽  
Jeetesh Kumar

Abstract This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor’s University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. It could be concluded from the results that the influence of price offered at the university cafeteria had a significant effect on respondents’ loyalty. The result of this study offers a direction towards better the services and facilities, which lead to an increase of the competitive influence of the restaurant business in the marketplace.


2013 ◽  
Vol 16 (1) ◽  
pp. 71-86 ◽  
Author(s):  
Maciej Kozłowski

In the vast theoretical literature, a number of arguments have been put forward in favor of employee financial participation schemes. Although traditionally the main arguments were spurred by objectives such as greater equality in the distribution of income and wealth and improving relations between workers and capitalist owners, today employee financial participation schemes are considered as part of industrial relations based on innovative managerial strategies and more flexible remuneration policies, which should ultimately result in increased enterprise efficiency. Because share ownership and profit sharing schemes are undoubtedly the most popular schemes, emphasis has been put on showing the multidimensional relationships between employee financial ownership and economic results, as well as on proving that the relationship between employee ownership and productivity involves an inherently complex interaction. The purpose of this paper is to present selected views and attitudes toward the relationship between employee participation and company results. The theoretical view and empirical research both indicate that after many years of conducting empirical research on the benefits resulting from the implementation of financial participation plans, the information provided, almost entirely by reports, is not yet sufficient to make any unequivocal conclusions concerning the influence on the results (productivity) achieved by companies. Obtaining such a consensus is additionally hindered because of the lack of clear-cut data concerning the extent to which implemented participation schemes contribute to changes in financial results. In conclusion, both the previous theory as well as the research conducted so far do not convincingly explain the relationship between financial participation schemes and the results achieved owing to their implementation, which demonstrates that there is a need to conduct further research in this field. In this case any empirical approach should concentrate on qualitative, not quantitative research, the latter of which, although broad based, does not identify the above mentioned relationships precisely enough. Another conclusion that can be drawn is the necessity to conduct further research based on larger samples of companies, taking into account the specificity of their business and working environment. It seems that some other aspects should be also taken into consideration, such as the type of the financial participation scheme introduced, because this decision may also have an influence on future results. Research should begin a long time prior to the introduction of a scheme in the company, which would allow for making future comparisons and evaluations of the influence of a given scheme on productivity.


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