ANALISIS PENGARUH PRICE PROMOTION, CONSUMER EVALUATION, SATISFACTION, TERHADAP REPEAT-PURCHASE INTENTION (STUDI KONSUMEN STARBUCKS DI WILAYAH JAKARTA DAN TANGERANG)

2020 ◽  
Vol 12 (2) ◽  
pp. 308-331
Author(s):  
Angelina Theodora Ratna Primantina ◽  
Lyvia Lyvia
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Price Promotion ◽  
Consumer Evaluation ◽  
Long Time ◽  
Repeat Purchase

Coffee is an important aspect of the modern lifestyle. Not only products but also services for most city goers, especially in the Jakarta and Tangerang areas. This research is motivated by the growing trend of coffee shops with the emergence of many local brands, even though there is a very strong brand that has entered this business for a long time, namely Starbucks. One of the strategies carried out by Starbucks is through the price promotion. This strategy increases consumer desire to buy and also influences consumer evaluation of product quality through food quality and service quality. The results of this study indicate a relationship between price promotion with food quality and service quality. In terms of satisfaction, service quality variables affect customer satisfaction. Meanwhile, food quality and price promotion have no effect on satisfaction. Repeat purchase intention is influenced by customer satisfaction and price promotion. This study uses Structural Equation Modeling (SEM).   Key Words: Price Promotion; Service Quality, Food Quality;Repeat-Purchase Intention, Satisfaction;  Coffee Business

scholarly journals PERAN KEPUASAN KONSUMEN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP MINAT BELI KONSUMEN UNTUK MENGGUNAKAN JASA MASKAPAI PENERBANGAN AIR ASIA

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Yohanes Febrianto ◽  
Tumpal J. R. Sitinjak
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Purchase Intention ◽  
Structural Equation ◽  
Low Cost ◽  
High Mobility ◽  
Equation Modeling ◽  
Research Use ◽  
Service Loyalty

In this fast-paced era, high mobility has become necessity for people. They need a fast, simple and cheap transportation.Low cost airlines be an option for people to support their needs. One of the airlines service provider that have low cost concept is Air Asia.This research aims to study the effect of service quality on Air Asia customer purchase intention mediated by customer satisfaction.This research use non-probability sampling with judgement approachment method to collect the data, that the respondent ever used the Air Asia service provider at least once a time. This research collect the data from 150 respondent. The data is collected by the questionnaire and tested by SEM (structural equation modeling) with Lisrel 8.80. The result of this research is there are significant effect between service loyalty and customer satisfaction on customer purchase intention partially and there is a significant effect between service quality on customer purchase intention mediated by customer satisfaction.<br />Keywords: Service Quality, Customer Satisfaction, Customer Purchase Intention

scholarly journals THE EFFECT OF FOOD QUALITY AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND REPURCHASE INTENTION (CASE STUDY OF HOT PLATE RESTAURANTS)

2020 ◽  
Vol 10 (1) ◽  
pp. 1
Author(s):  
Desman Hidayat ◽  
Aryo Bismo ◽  
Amelia Ruwaida Basri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Total Sample ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Hot Plate ◽  
Positive Effects ◽  
Influence Of Food

The food and beverages industry have been growing rapidly, making the competition in this industry higher. Therefore, innovation is needed to survive. The purpose of this study is to analyze the influence of food quality and service quality on the customer satisfaction of hot plate restaurants’ consumers, which in turn will have an impact on repurchase intention. The method used in this study is a quantitative approach, using a Likert Scale as a measurement method. Data analysis uses the structural equation modeling (SEM) method with SmartPLS 3.0 tools. The population of this study is XYZ hot plate restaurants’ consumers in Sunter and Bekasi. Total sample that used in this research is 100 samples by using the Slovin formula. The results of this study show significant and positive effects, both individually and simultaneously, between food quality and service quality to customer satisfaction and its impact on repurchase intention. Therefore, in order to compete with others, XYZ hot plate restaurants should (1) Improve and maintain their foods and drinks, (2) Maintain their employees’ credibility, and (3) Reduce the waiting list.   

scholarly journals Determinant Factors of Customers Switching Behavior to Customer Satisfaction and Loyalty in Online Transportation Users in Bandung

2020 ◽  
Vol 11 (1) ◽  
pp. 12-26
Author(s):  
Bethani Suryawardani ◽  
Astri Wulandari
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Human Life ◽  
Sem Analysis ◽  
Switching Behavior ◽  
Equation Modeling ◽  
Price Promotion ◽  
The Impact

This study was aimed to find out which factors that become the most influence on customers switching behavior for online transportation and how the impact on their satisfaction and loyalty for future consumption. Transportation service is one of the service industry sectors that play a strategic role in human life. The intense competition in the online transportation industry and the various choice of brands in the market make the consumers easy to switch from their current product to other brand products. The research method used in this study was a quantitative method, with Structural Equation Modeling (SEM) analysis technique using SMART PLS 2.0 software. The sampling method used was accidental sampling with 400 respondents. The results of the study showed that the contribution of price, promotion and e-service quality simultaneously influenced on which directly affected customer satisfaction was 64.9%. Whereas, the results of the study also showed the contribution of price, promotion, e-service quality and customer satisfaction simultaneously influenced on which directly affected customer loyalty was 48.3%. E-service quality has the biggest impact on customer satisfaction by 30.69%; meanwhile,  promotion has the biggest impact on loyalty by 3.17%.

scholarly journals Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

scholarly journals Enhance Strategy Promotion University of Medan Area to Increasing the Number of New Students during the COVID-19 Pandemic

2021 ◽  
Vol 8 (5) ◽  
pp. 432-437
Author(s):  
Muhammad Al Fikri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Private Universities ◽  
State Universities ◽  
Equation Modeling ◽  
New Students ◽  
Improve Service Quality ◽  
Positive Word Of Mouth

Private and State Universities are still faced with competition between universities to increase the number of students especially during the Covid 19 period. This research aims to analyze the effect of each of the variables of e-service quality, e-satisfaction, positive Word of Mouth / WoM, either directly or indirectly. Data were collected from 200 students from one of the best private universities in North Sumatra (Medan), and processed using Structural Equation Modeling / SEM. From the results of data processing, all tested hypotheses can be accepted, and research found that to encourage positive WoM, PTS must be sensitive to the creation of student satisfaction. Positive WoM can be an effective advertising promotion tool for PTS to get new student candidates through existing student recommendations. In addition, to increase e-customer satisfaction, PTS is required to always improve service quality that is delivered through online services. Keywords: e-service quality, e-customer satisfaction, positive WoM, private universities.

scholarly journals Factors Driving Customer Satisfaction at Shopping Mall Food Courts

2020 ◽  
Vol 13 (3) ◽  
pp. 27
Author(s):  
Maram A. Mahin ◽  
Iman M. Adeinat
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Food Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Descriptive Analysis ◽  
Shopping Mall ◽  
Equation Modeling ◽  
Food Variety

In the service industry, when providers generate a high level of customer satisfaction, they can gain and maintain a major competitive advantage in the marketplace. This competitive advantage can, in turn, lead directly to high profitability and growth. In the present competitive consumer landscape, world, shopping malls must deliver high-quality service to customers given that as a service ecosystem the mall must optimize its own resources and the resources of others to improve both its own circumstances and those of others. Against this general background, in this study, we assess the quality attributes of a food court located in a shopping mall by identifying factors related to the shopping mall&mdash;ambience, food variety, convenience, the tenants in the food court, food quality, food price, and restaurant staff. A descriptive analysis and a multivariate analysis, including structural equation modeling, are performed using IBM SPSS and AMOS statistical software. The results of the factor analysis indicate that food quality, followed by convenience and food variety, is the most important factor driving customer satisfaction. The results highlight the importance of networks between different stakeholders in such an ecosystem and provide developers and service providers with information in regard to the attributes most implicated in predicting customer satisfaction in a food court. On this basis, customers are viewed not only as evaluators but also as partners in producing service.

The Driving Forces of Customer Loyalty

2009 ◽  
pp. 1540-1557
Author(s):  
T. C.E. Cheng ◽  
L. C.F. Lai ◽  
A. C.L. Yeung
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Driving Forces ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Broadband Market

In this study we examine the driving forces of customer loyalty in the broadband market in Hong Kong. We developed and empirically tested a model to examine the antecedents of customer loyalty towards Internet service providers (ISPs) in Hong Kong. Structural equation modeling (SEM) was used to evaluate the proposed model. A total of 737 valid returns were obtained through a questionnaire survey. The results show that customer satisfaction, switching cost, and price perception are antecedents that lead directly to customer loyalty, with customer satisfaction exerting the greatest influence. Although we found that service quality significantly influences customer satisfaction, which in turn leads to customer loyalty, we did not find a direct relationship between service quality and customer loyalty. Our results also reveal that corporate image is not related to customer loyalty. Our empirical investigation suggests that investing huge resources in building corporate image can indeed be a risky strategy for ISPs.

scholarly journals Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bernhard Fabian Bichler ◽  
Birgit Pikkemaat ◽  
Mike Peters
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

scholarly journals PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN LINGKUNGAN FISIK RESTORAN TERHADAP KEPUASAN SERTA NIAT BERPERILAKU

2018 ◽  
pp. 1347
Author(s):  
Gita Ekowati Anjarsari ◽  
Ni Wayan Sri Suprapti ◽  
I Putu Gde Sukaatmadja
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Physical Environment ◽  
Structural Equation ◽  
Equation Model ◽  
Quality Service ◽  
Research Show

The purpose of this study is to explain the effects of food quality, service quality, and physical environment on customer satisfaction and behavioral intention. The sample used are 150 respondents using purposive sampling who have minimal education of senior high school or equal and have been in Nanny’s Pavillon at least twice in the last six months. Data Analyzed using Structural Equation Model (SEM). The results of this study indicate the construct of food quality, service quality, and physical environment has positive and significant effects on customer satisfaction and behavioral intention. The implications on this research show that the customer of Nanny’s Pavillon chooses the food quality such as the catchy food display, variety of the menu, delicious food, also the temperature of the dish as appropriate. The advices for Nanny’s Pavillon managements are to pay more attention to the service,Therefore, the satisfaction of Nanny’s Pavillon customer can be increase so then will effects on behavioral intention in the future.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

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