The Effects of Non-verbal Communication of Food Service Providers on Brand Image and Customer Satisfaction

2020 ◽  
Vol 32 (6) ◽  
pp. 257-276
Author(s):  
Hyeon-Ryong Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Providers ◽  
Brand Image ◽  
Food Service ◽  
Verbal Communication

scholarly journals Analyzing the Moderating Effect of Perceived Brand Image in Creating Customer Loyalty: A Case of Indian Telecom Industry

YMER Digital ◽  
2022 ◽  
Vol 21 (01) ◽  
pp. 226-240
Author(s):  
Sasmita Pattnaik ◽  
◽  
Uma Sankar Mishra ◽  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Cell Phone ◽  
Structural Equation Models ◽  
Service Providers ◽  
Brand Image ◽  
Service Business ◽  
Study Results ◽  
The Impact

Service providers in Indian telecommunication industry are now facing lots of challenges for their sustainability in tough competition because of varying wants of customers. Provision of quality service, initiatives of public relationship programmes, and generation of timely customer satisfaction are now of major concerns. In addition to these, positioning a proper brand image in customers’ mindset is equally important. The present study investigates all these factors of service business concerns to know the key determinants of achieving appropriate customer loyalty. Around 214 numbers of cell phone users were surveyed through a structured tested questionnaire in the state of Odisha, India and then all collected responses were analyzed through structural equation models. Study results showed that perception on public relation moderated by brand image has no role in creating customer loyalty. Again, after introduction of brand image as moderator, the impact of service quality on customer satisfaction becomes insignificant. However, customer satisfaction plays a major role in the variation of customer loyalty.

scholarly journals The Influence of Brand Image and Restaurant Attributes towards Customer Satisfaction at Pekkio Restaurant

2020 ◽  
Vol 9 (2) ◽  
pp. 79-90
Author(s):  
Oei Natalia Marcella
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Significant Influence ◽  
Online Survey ◽  
Service Industry ◽  
Brand Image ◽  
Food Service ◽  
Special Method ◽  
Quality Service

   In this globalization era, food service industry as restaurant that provide the basic of human needs has been well developed. The development of food industry has given a huge contribution to the social and environment aspects (Franceschelli et al, 2018). Pekkio restaurant is one of the restaurants in Surabaya that sell Singapore chinese cuisine in Pakuwon Mall Surabaya. In order to survive in this industry, Pekkio restaurant continuously develop their performance to increase the customer satisfaction. With the purpose to find out the factors that influence customer satisfaction, this research aims to discover whether brand image, food quality, service quality, and atmospherics have significant influence towards customer satisfaction of Pekkio restaurant.             Therefore, researcher conducted an online survey that are distributed to the samples using 5-point Likert-scale. The population is unknown thus, the researcher use special method from Roa (2016) and the sample become 97. Moreover, the obtained data will be analysed using Multiple Linear Regression. The result shows that food quality and service quality have significant influence towards customer satisfaction of Pekkio restaurant. However, brand image and atmospherics don’t significantly influence customer satisfaction at Pekkio restaurant . Albeit, there are positive relationship of brand image and atmospherics towards customer satisfaction of Pekkio restaurant. Keywords: Brand Image, Food Quality, Service Quality, Atmospherics, and Customer Satisfaction  

scholarly journals Designing a Customer Retention Framework for Telecommunication Sector

2016 ◽  
Vol 8 (5) ◽  
pp. 48-60
Author(s):  
Ahmad Sohail Khan ◽  
Saima Majeed ◽  
Rizwan Shabbir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Service Providers ◽  
Brand Image ◽  
Customer Retention ◽  
Mediating Effect ◽  
Telecommunication Sector ◽  
Test Technique ◽  
Telecom Industry

Abstract: Telecommunication sector has grown over last decade while transforming behavioral intentions. New entrants are exploring these behavioral intentions to attract more customers. The aim of this study is to investigate the mediating effect of customer satisfaction in telecom industry on service quality, brand image and customer retention relationship. Furthermore, it identifies the key determinants of customer retention related to telecom service providers. A fully structured questionnaire survey was conducted to collect data from 310 mobile users. Non-probability sampling technique was adopted for data collection. Regression analysis and Sobel test technique were practiced to analyze the data. The result showed that customer satisfaction mediates the relationship between service quality, brand image and customer retention. Moreover, this study found that service quality, brand image and customer satisfaction are the strongest predictors of customer retention in telecom industry of Pakistan. Therefore, to gain customer loyalty, organizations should focus current-users and target-users by providing sterling service quality

scholarly journals Corporate brand image and switching behavior: case of mobile telecommunications customers in Zimbabwe

2020 ◽  
Vol 16 (2) ◽  
pp. 80-90 ◽  
Author(s):  
Shylet Chigwende ◽  
Krishna Govender
Keyword(s):  
Customer Satisfaction ◽  
Sample Size ◽  
Service Providers ◽  
Brand Image ◽  
Market Competition ◽  
Mobile Network ◽  
Switching Behavior ◽  
Network Service ◽  
Corporate Brand ◽  
Brand Switching

Mobile telecommunication service providers in Zimbabwe are using a brand image to market their products and minimize brand switching, resulting from increased market competition. A cross-sectional survey was conducted among a convenience sample of 385 participants in Zimbabwe. The sample size was determined using Rao software sample size calculator to extract an acceptable sample from apopulation of 1,973,906 inhabitants. Data were collected using a five-point Likert scale questionnaire and were also tested for reliability and validity using SPSS version 20. It was ascertained that 70% of the respondents’ switched SIM cards, 20% never switched, and 10% were indifferent to the different providers. Structural Equation Modeling (SEM) showed that mobile network service providers’ brand image positively affects customer satisfaction, a positive relationship exists between mobile network service providers’ brand image and consumer brand switching behavior, customer satisfaction positively affects their loyalty. Corporate brand image indirectly affects customer loyalty through customer satisfaction. The researchers recommend marketers to consider the findings when designing strategies for marketing mobile network services. AcknowledgmentsThe authors of this paper greatly appreciate the support and cooperation they received from the Postal and Telecommunications Authority of Zimbabwe (POTRAZ) and research participants during the survey.

scholarly journals PENGARUH BRAND IMAGE DAN SERVICE QUALITY TERHADAP KEPUASAN PELANGGAN, SERTA IMPLIKASINYA PADA WORD OF MOUTH STUDI KASUS PADA UNIVERSITAS MERCU BUANA JAKARTA

2019 ◽  
Vol 24 (1) ◽  
pp. 101-112
Author(s):  
Sugeng Lubar Prastowo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Service Providers ◽  
Brand Image ◽  
Equation Modeling ◽  
Quality Factors ◽  
And Performance ◽  
Variable Influence

The condition of the number of universities that very much as well as the changing demands of consumers and potential consumers of the attributes and performance of educational services that they get trigger increased intensity of competition among service providers colleges. Evident of instability number ratio of new admissions process at UMB. This study aims to examine and analyze the effect of brand image, service quality to customer satisfaction as well as its implications on word of mouth at the University of Mercu Buanan Jakarta. The research data is taken from the questionnaire data of 100 students, the results of the calculation formula of slovin with error or error rate of 10% = 0. The sampling method that has been used is convenience sampling of 6947 the population of regular students at UMB. The analysis method that has been used in this research is the Structural Equation Modeling (SEM). Research shows that brand image, service quality and customer satisfaction significantly influence word of mouth. Partially showed that the brand image factors certainly has a positive and significant impact on customer satisfaction, service quality factors are also has a positive and significant impact on customer satisfaction, and customer satisfication factor also has a positive and significant impact on word of mouth. Service quality is the most powerful variable influence on customer satisfaction in Mercu Buana University.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

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