scholarly journals Hubungan antara restaurant image, perceived value, customer satisfaction, dan behavioral intention

KINERJA ◽  
2018 ◽  
Vol 15 (2) ◽  
pp. 108 ◽  
Author(s):  
Larasati Ayu Sekarsari
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intention ◽  
Perceived Value

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.

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

scholarly journals Assessing the interrelationships between customer satisfaction, perceived value and behavioral intention among Maldivians seeking medical care within medical tourism services: Empirical evidence from the Maldives

2021 ◽  
pp. 1845-1854
Author(s):  
Ahmed Ali Jaleel ◽  
Mohd Shukri Ab Yajid ◽  
Ali Khatibi ◽  
S. M. Ferdous Azam
Keyword(s):  
Customer Satisfaction ◽  
Medical Care ◽  
Behavioral Intention ◽  
Medical Tourism ◽  
Service Providers ◽  
Care Service ◽  
Perceived Value ◽  
Mediating Effect ◽  
Cross Sectional ◽  
The Relationship

Empirical studies related to interrelationships between variables perceived value, customer satisfaction and behavioral intention conducted in the Maldives context and in the medical care industry is very rare. A quantitative cross-sectional study conducted in natural settings using a survey questionnaire to assess the interrelationships between above mentioned variables by utilizing a conceptual model created from three interrelationship models obtained from previous research. Data collected from willing participants across the 19 atolls resulting in a total of 385 responses obtained after data cleaning. A stratified proportionate random sampling method used. SPSS 25.00 and AMOS 23.00 used as analysis tools. The Sobel test applied to analyze the mediating effect of customer satisfaction on the relationship between perceived value and behavioral intention which confirmed a positive and significant relationship between perceived value, customer satisfaction and behavioral intention. Study rejected the hypothesis which test the mediation of customer satisfaction on the relationship between perceived value and behavioral intention. This study is first of its kind to generalize findings on Maldivian’s medical seeking behavior, and results helps policymakers, medical practitioners, medical institutions, and respective administrations to provide better customer perceived value towards providing higher customer satisfaction, which in effect improve customer behavioral intention towards medical care service providers.

scholarly journals PENGARUH EVALUATIVE DIMENSIONS OF ADVERTISING TERHADAP BEHAVIORAL INTENTION MELALUI EMOTIONAL RESPONSES DAN PERCEIVED VALUE

2013 ◽  
Vol 6 ◽  
pp. 133
Author(s):  
Stefanus Irvan
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Emotional Responses ◽  
Equation Modelling ◽  
Independent Variable ◽  
Pizza Hut

<p><span><em>The purpose of this research was to investigate how the company can win the competition </em><span><em>and satisfied customers through the promotional activities that affect the behavioral </em><span><em>intention. </em><span><em>The design of this research applies a survey in Pizza Hut restaurant the customers for </em><span><em>testing the hypothesis. Meanwhile the required data consist of three variables are </em><span><em>evaluative dimensions of advertising as independent variable, emotional responses and </em><span><em>perceived value as intervening variable. Finally, behavioral intention as dependent variable.</em><br /><span><em>The aggregate numbers of customer being respondent of the study are 150 customer. </em><span><em>Data analysis used in this research was consists of Structural Equation Modelling by </em><span><em>AMOS 6.0 as software. </em><span><em>The result of this research conclude that people consider another customer’s failure to be </em><span><em>the firm’s responsibility when they perceive that the failure is under the firm’s volitional </em><span><em>control (i.e. controllability attribution). This controllability attribution leads to customer </em><span><em>expectations of compensation for recovery from dissatisfaction.</em><br /></span></span></span></span></span></span></span></span></span></span></span></span></span></span></p><p><span><span><strong><em>Keywords </em><em>: Advertising, Behavioral Intention, Customer Satisfaction, Emotional</em><br /><em>Responses, Perceived Value</em></strong><br /></span></span></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

Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over

2014 ◽  
Vol 42 (5) ◽  
pp. 757-767 ◽  
Author(s):  
Hyun Soon Yu ◽  
James J. Zhang ◽  
Dae Hyun Kim ◽  
Kenny K. Chen ◽  
Chris Henderson ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Older Adult ◽  
Behavioral Intention ◽  
Perceived Value ◽  
High Quality ◽  
Fitness Center ◽  
Structural Relationships ◽  
Continued Use ◽  
Complaint Behavior

Our aim in this study was to examine the structural relationships among service quality, perceived value, customer satisfaction, and behavioral intention. Participants, who were all aged 60 years or older and who were members of a sport and fitness center, completed surveys to assess these relationships. Scanning electron microscopy results showed that provision of high-quality services for older adult consumers in a sport and fitness center elevated perceived value, enhanced customer satisfaction, reduced complaint behavior, and ultimately increased the likelihood of renewed membership and continued use of the center facilities.

scholarly journals Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention

2020 ◽  
Vol 1 (2) ◽  
pp. 109
Author(s):  
William Ciputra ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modelling

Pada survei popularitas e-commerce di Indonesia, e-commerce Blibli menempati peringkat pertama di media sosial, namun jumlah pengunjung/bulan dari Blibli ini lebih rendah daripada peringkat ke-2 dan ke-3 pada peta e-commerce. Beberapa hal yang mempengaruhi tingkat penjualan dari suatu perusahaan e-commerce, yaitu seperti e-service quality, perceived value dan satisfaction dari customer. Selain itu menurut Mayer et al. (1995) “trust is central in e-commerce relationships because of the presence of risks, uncertainties, and interdependencies”. Berdasarkan uraian tersebut, penelitian ini bertujuan mengetahui bagaimana hubungan antara e-service quality dan perceived value terhadap customer satisfaction, trust, dan behavioral intention customer e-commerce Blibli. Penelitian ini dilakukan dengan cara menyebarkan kuesioner yang sudah diuji validitas dan reliabilitas kepada 200 responden. Data yang didapatkan kemudian diolah menggunakan metode SEM (Structural Equation Modelling) dengan aplikasi LISREL (LisWin32). Hasil pengolahan data menunjukkan bahwa variabel E-service quality memiliki pengaruh positif yang signifikan terhadap perceived value, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel Perceived value memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel customer satisfaction tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel E-service quality tidak memiliki pengaruh negatif yang signifikan terhadap behavioral intention, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention, variabel Trust tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention.

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