scholarly journals THE STUDY OF THE ANTECEDENTS OF RETAIL SHOPPERS’ REPATRONAGE INTENTIONS: AN EMPIRICAL STUDY

2018 ◽  
Vol 20 (3) ◽  
pp. 387
Author(s):  
Andreas Widjaja, Budi Hartono Kusuma
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Product Quality ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality

One of important factors that determine the success of retail stores is how to make customers go to shop there, in which they have to shop there continuously. So, retailers should   have to satisfy customers in order to keep customers. In this research, the researcher would like to test and describe customer satisfaction and repatronage  intentions, through eight  variables in Carrefour and Hypermart, and developed into seven hypotheses. This research uses 160 samples to ask their perceptions about Carrefour and Hypermart. Then, from that research, there are two hypotheses that are  rejected and five hypotheses  that  are  accepted.  Perceived product  quality  and perceived price are considered as insignificant antecedents of customer satisfaction. However, perceived service quality, store assortment, trust and commitment are considered as significant antecedents   of   customers’ satisfaction, and customer satisfaction is significant antecedent of repatronage intentions.

scholarly journals Factors Influencing Indonesian Customer Satisfaction and Customer Loyalty in Local Fast-Food Restaurant

2019 ◽  
Vol 11 (3) ◽  
pp. 131
Author(s):  
Anas Hidayat ◽  
Aprilia P. Adanti ◽  
Arief Darmawan ◽  
Alldila N. A. Setyaning
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Fast Food ◽  
Price Fairness ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality ◽  
Perceived Price Fairness

This paper aims to analyze the influence of customer satisfaction and customer loyalty toward the local fast food restaurant in Indonesia. The variables involved in this study were perceived service quality, perceived product quality, perceived price fairness, customer satisfaction, and customer loyalty. Samples of this study were customers of the local fast food restaurant in Yogyakarta. Quantitative method is used to analyze the relationships within variables. This research examined 200 respondents by spreading the online questionnaires that were analyzed by using Structural Equation Model method. To collect the data, this study used convenience sampling method. The results show that perceived service quality, perceived product quality, and perceived price fairness had a positive and significant influence on customer satisfaction. Also, perceived service quality, perceived product quality, and perceived price fairness had a positive and significant influence on customer loyalty. Finally, customer satisfaction has a positive and significant influence on customer loyalty. Perceived price fairness was the highest influence on Indonesian consumers for being loyal to the local fast food restaurants.

The Effect of Customer Characteristics on Service Quality in Pharmacy Retailing: An Empirical Study in the UAE

2019 ◽  
Vol 9 (7) ◽  
pp. 166-174
Author(s):  
K Abdul Waheed ◽  
Ayisha Siddiqua
Keyword(s):  
Empirical Study ◽  
Service Quality ◽  
Current Literature ◽  
Customer Loyalty ◽  
Demographic Characteristics ◽  
Pharmacy Service ◽  
Behavioral Characteristics ◽  
Retail Stores ◽  
Perceived Service Quality ◽  
Al Ain

The main purpose of this study was to investigate the effect of customer characteristics, especially demographic and behavioral aspects, on service quality. We investigated the effect of demographic characteristics such as gender, age, education, income, and frequency of visits. We examined the effect of behavioral characteristics such as customer loyalty and dependency. A questionnaire was developed to measure customers’ perceived service quality by reviewing current literature in this area. This study measures pharmacy service quality from the reflective model perspective. Service quality is measured on reliability, assurance, tangibility, empathy, and responsiveness. A survey was conducted among customers who visited pharmacy retail stores in Al Ain, UAE.

scholarly journals Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business

2021 ◽  
Vol 4 (2) ◽  
pp. 142-153
Author(s):  
Nabilah Zhafirah ◽  
Rahayu Relawati ◽  
Bambang Yudi Ariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
Primary Data ◽  
Quality Product ◽  
Perceived Price ◽  
The Relationship

Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling used the accidental sampling method, the respondents obtained were 73 people. The analytical method used in this study is Spearman's Correlation. The data used are primary data. The results obtained indicate that the perception of price, service quality, and product quality have a relationship with customer satisfaction Aqiqah Nurul Hayat Malang branch. The results of the analysis show that perceived price, service quality, and product quality have a strong relationship with customer satisfaction at the Aqiqah Nurul Hayat Malang branch. The recommendation given is to maintain customer satisfaction by continuing to maintain the quality of both services and products.  

scholarly journals Product and Service Quality Analysis: An Empirical Study of Customer Satisfaction in a Bakery

2018 ◽  
Vol 9 (2) ◽  
pp. 95-103 ◽  
Author(s):  
Aina Nindiani ◽  
Mohammad Hamsal ◽  
Humiras Hardi Purba
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Service Quality ◽  
Sample Size ◽  
Product Quality ◽  
The Other ◽  
Quality Analysis ◽  
Strategic Actions ◽  
The Status

This research aimed to analyze the performance of a bakery located in Bekasi from the customer satisfaction on product and service quality. The method applied was Importance-Performance Analysis (IPA). IPA was conducted to determine the status of indicators related to product and service quality. It was to provide input to management in taking strategic actions. The sample size was 127 respondents. The used technique was non probability sampling. The results reveal that the priority of improvement is the taste indicator for product quality. On the other side, courtesy indicator is the priority for service quality that occupies position in Quadrant A. Hence, the bakery should emphasize those indicators as improvement priorities.

scholarly journals the THE INFLUENCE OF PERCEIVED PRODUCT QUALITY AND PERCEIVED SERVICE QUALITY TOWARD CUSTOMER VALUE, BEHAVIOR INTENTION AND CUSTOMER RESPONSE RESIDENTIAL AREA IN SOUTH KALIMANTAN PROVINCE

2019 ◽  
Vol 7 (10) ◽  
pp. 104-112
Author(s):  
Sutrisno
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Sampling Technique ◽  
Residential Area ◽  
Test Results ◽  
Perceived Service Quality ◽  
Behavior Intention ◽  
Perceived Product Quality

ABSTRACT The research aims to analyze the influence of Perceived Product Quality And Perceived Service Quality Toward Customer Value, Behavior Intention And Customer Response Residential Area In South Kalimantan Province. The population in this research is the customer Residential Area In South Kalimantan Province. Sampling technique by using  accidental sampling with selected respondents must meet predetermined criteria standards. because the population is very much. The number of samples as many as 120 responden, this was according to Ferdinand (2002:48). The analysis was  using SPSS and using AMOS 20.0 software. The test results showed that only six hypothesis have a significant effect, namely: Perceived product quality significantly influence toward customer value in  Residential Area In South Kalimantan Province, Perceived service quality significantly influence toward customer value in  Residential Area In South Kalimantan Province,  Perceived product quality significantly influence toward behavior intention customer in  Residential Area In South Kalimantan Province, Perceived service quality significantly influence toward behavior intention customer in  Residential Area In South Kalimantan Province, customer value significantly influence toward customer respon  in  Residential Area In South Kalimantan Province, customer intention significantly influence toward customer respon  in  Residential Area In South Kalimantan Province. While three other hypothesis have not significant namely: customer value have not significant influence to customer intention  in  Residential Area In South Kalimantan Province, perceived product quality have not significantly influence to customer response  in  Residential Area In South Kalimantan Province and perceived service quality have not significant influence toward customer response  in  Residential Area In South Kalimantan Province.   Keywords: Product Quality,  Service Quality, Customer Value, Behavior Intention, Customer Response  

scholarly journals Consumer perceptions on satisfaction and word of mouth in smallholder horticultural stores in an emerging economy

2022 ◽  
Vol 12 (1) ◽  
pp. 21-34 ◽  
Author(s):  
Lerato Seopela ◽  
Valencia Melissa Zulu
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Product Quality ◽  
Word Of Mouth ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Perceived Service Quality ◽  
Perceived Price ◽  
Perceived Product Quality ◽  
Corporate Social

Based on the expectancy disconfirmation theory, the study presents a conceptual model exploring consumer perception (perceived service quality, product quality, price, and corporate social responsibility) effect on satisfaction and word of mouth in smallholder horticulture stores. A quantitative analysis using Partial Least Squares-based Structural Equation Modeling (PLS-SEM) was carried. This method was used to identify elements influencing satisfaction and to explore the hypothesised relationships between consumer perceptions, satisfaction, and the spreading of positive word of mouth. The findings identify the perceived service quality and product quality as factors that enhance satisfaction. However, the perceived quality of the product is the only factor that aids word of mouth. Correspondingly, perceived product quality shows a favorable relationship with perceived price. On the other hand, perceived price and corporate social responsibility do not strengthen customer satisfaction, with corporate social responsibility not aiding word of mouth. Furthermore, the study tested the strength of cus-tomer satisfaction as a mediating variable between consumer perception and word of mouth, and none of the results proved significant. Similarly, perceived price does not mediate the path between perceived product quality and customer satisfaction. The study is of benefit to scholars, smallholders, and agricultural policymakers, particularly in emerging economies.

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers

2021 ◽  
pp. 193896552110123
Author(s):  
Taeshik Gong ◽  
Pengchang Sun ◽  
Min Jung Kang
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Servant Leadership ◽  
Survey Data ◽  
Third Party ◽  
Service Climate ◽  
Perceived Service Quality ◽  
Hotel Managers ◽  
The Relationship ◽  
Organizational Injustice

To date, research on the deontic model and third-party reactions to injustice has focused primarily on individuals’ tendency to punish the transgressor. In this study, we seek to extend the extant research by arguing that punishment may not be the only deontic reaction and that third-party observers of injustice should engage in activities that help the victim. More specifically, we explore employee’s customer-oriented constructive deviance as a reaction to organizational injustice toward customers. We also investigate how this deviance influences customer satisfaction. In addition, we explore service climate, driven by servant leadership as a moderator on the relationship between employees’ perceptions of organizational unfairness and customer-oriented constructive deviance. The study collected three-level survey data from 95 hotel managers, 396 employees, and 1,848 customers. We find that servant leadership increases service climate, which in turn strengthens the relationship between organizational injustice toward customers and customer-oriented constructive deviance. The findings also reveal that customer-oriented constructive deviance increases perceived service quality, leading to customer satisfaction. Our study significantly contributes to the emerging theory concerning customer-oriented constructive deviance by explaining the antecedents, consequences, and moderators. The study also helps managers deal with customer-oriented constructive deviance in the workplace.

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