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 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 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. 

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).

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.

Service Quality Dimensions Within Technology-Based Banking Services

2013 ◽  
pp. 198-248
Author(s):  
Sharaf Alkibsi ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Clear Understanding ◽  
Labor Costs ◽  
Banking Services ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

scholarly journals ANALISIS PENGARUH KUALITAS MAKANAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DAN DAMPAKNYA PADA BEHAVIORAL INTENTION RESTORAN TOP YAMMIE

2020 ◽  
Vol 8 (2) ◽  
pp. 18-48
Author(s):  
Priska Liliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Food Quality ◽  
Behavioral Intention ◽  
Quantitative Research ◽  
Total Sample ◽  
Quality Service ◽  
Analysis Method ◽  
Effect Of Food

The purpose of this research is to analyze the effect of food quality, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intention. The analytical method used by the authors in conducting this research is to use quantitative research with a total sample of 100 people who are respondents who are people who eat at Top Yammie restaurants. In carrying out the data collection is done by distributing questionnaires in which there are several items of statement. in this study the variables are divided into several parts including food quality (X1), service quality (X2) to customer satisfaction (Y), and behavioral intention (Z). To measure the amount of influence on these variables, the authors use the path analysis method (path analysis). From the results of the analysis it was found that there was a significant influence both partially and simultaneously on food quality variables, service quality on customer satisfaction and its impact on Top Yammie's restaurant behavioral intentions

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

scholarly journals The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110144
Author(s):  
Ersin Eskiler ◽  
Remzi Altunışık
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Moderating Effect ◽  
Equation Modeling ◽  
High Involvement ◽  
Marketing Service ◽  
The Relationship

Future trends in customers’ postpurchasing habits and the identification of the structures that affect the formation of these trends are key determinants of long-term financial performance and competitive advantage for businesses. In the field of marketing, service quality, perceived value and customer satisfaction, and the relationship between these structures are the main factors for the determination of customer loyalty. However, empirical findings have proven to be inadequate in revealing relationships between related structures in low- and high-involvement levels of consumer groups. Therefore, the aim of this study was to examine the moderating effect of involvement in the relationship between the behavioral intentions of members of a sports-fitness center and their antecedents. For the research, face-to-face questionnaires were administered to 842 subjects who had been selected by convenience sampling performed at sports and fitness centers operating in Istanbul, and the collected data were analyzed using the structural equation modeling technique. Our results showed that there were differences in the effects of service quality, perceived value, and customer satisfaction on behavioral intentions among consumer groups in terms of low- or high-involvement levels. This article discussed the theoretical and managerial effects of the obtained results.

Sign in / Sign up

Export Citation Format

Share Document