scholarly journals The satisfaction of Vietnamese and European customers with service quality of high-end restaurants

2017 ◽  
Vol 1 (Q2) ◽  
pp. 129-143
Author(s):  
Thuy Thi Ngoc Vo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Customer Management ◽  
Integration Period ◽  
The Difference ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

This study applied the DINERSERV scale to measure the effect of service quality on customer satisfaction about high-end restaurants. Moreover, this research also examined the impact of the difference between Eastern and Western cultures on the relationship between service quality and customer satisfaction. The research was carried out on a survey of 117 Vietnamese customers and 126 European customers in five high-end restaurants in Da Lat city. The outcome indicated that the service quality has a strong influence on the satisfaction of both Vietnamese and European customers. An interesting result is while to Vietnamese customers, fast and in-time services is very important, to European customers, it is not. The restaurant ambience is what European customers care about. This result not only broadens the theory of service quality but also suggests some practical implications for multicultural customer management in the integration period.

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

scholarly journals Customer Satisfaction and Repurchase Decision: Evidence from Fast Food Restaurants

2021 ◽  
Vol 65 (3) ◽  
pp. 309-329
Author(s):  
Oghenenyerhovwo Inoni ◽  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Fast Food ◽  
Purchase Decision ◽  
Direct Influence ◽  
Fast Food Restaurants ◽  
The Impact ◽  
The Relationship

Service quality is a major determinant of customer satisfaction and consequently a repurchase decision in the fast food restaurants’ (FFRs) industry. Nevertheless, prompt and efficient services alone may not guarantee a restaurant a place in today’s hyper- competitive marketplace. Therefore, this study was conceived to examine the impact of food quality (FQ), service quality (SQ), perceived value (PV) and restaurant environment (RE) on customer re-purchase decision, mediated by customer satisfaction (CS). Data for the study were obtained from a sample of 320 consumers drawn from 12 FFRs in three major towns in Delta State, Nigeria. Multiple and hierarchical regressions were used to analyse the data generated. The findings indicated that FQ, SQ, PV and RE exerted positive and significant effects on CS and re-purchase decision. The results also showed that CS fully mediated the relationship between SQ and repurchase decision, but the meditational influence was only partially for FQ, PV and RE; implying that FQ, PV and RE have their own direct influence on RPD besides through SQ. Given the impact of FQ, SQ, PV and RE on CS and repurchase decision, restaurants’ managers need to continually improve on the quality of their services, environment and offerings to sustain the patronage of their clients in order to survive in today’s hyper-competitive marketplace.

The Impact of Employee Behaviour on Customers' Service Quality Perceptions and Overall Satisfaction

2008 ◽  
Vol 8 (4) ◽  
pp. 309-323 ◽  
Author(s):  
Hanan Saad Kattara ◽  
Dina Weheba ◽  
Osman Ahmed El-Said
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relevant Literature ◽  
Quality Perceptions ◽  
Number Of Visits ◽  
Highly Correlated ◽  
The Impact ◽  
The Relationship ◽  
Visit Number ◽  
Practical Implications

The present study is an attempt to investigate the relationship between employees' positive and negative behaviours, customers' perception of service quality and overall customer satisfaction. Results of the current study revealed that all employees' behaviours, either negative or positive, are highly correlated to the customers' overall satisfaction. The study traced the impact of behaviours on customers' perceptions and overall satisfaction through studying the relevant literature and by gauging opinions on the impact of employees' behaviours on customers' perceptions of quality and overall satisfaction. Findings in this context confirmed the correlation between these variables and their consecutive and exchanging effect. It was also concluded that employees' behaviours have great effect on overall customer satisfaction regardless of customers' gender, nationality, and purpose of visit, number of visits and length of stay. Finally, the study ends up by offering suggestions and practical implications for hotel practitioners to think strategically and implement effective tools to motivate employees towards behaving positively with customers.

A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention

2020 ◽  
Vol 16 (3) ◽  
pp. 42-59
Author(s):  
Sanjay Dhingra ◽  
Shelly Gupta ◽  
Ruchi Bhatt
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Equation Model ◽  
The Impact ◽  
The Relationship

The purpose of this study is to analyze the impact of online service quality of e-commerce websites on customer satisfaction and purchase intention. The study identifies the dimensions of e-service quality on the basis of the literature review, which are website design, reliability, responsiveness, trust, and personalization. A survey of 278 avid users of three popular websites was taken to validate the model. The reliability and validity of the questionnaire were checked through the measurement model and the structural equation model was used to confirm the relationship among the dimensions. The result shows that trust is the only e-service quality dimension that significantly influences overall service quality. The relationship between overall e-service quality and customer satisfaction as well as customer satisfaction and purchase intention was found statistically significant.

scholarly journals Az online fogyasztói elégedettségmérés hatása a vállalatok versenyképességére (Effect of the online-customer satisfaction’s measurement to the corporate’s competitiveness)

2013 ◽  
pp. 49-60
Author(s):  
Ildikó Somogyi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Empirical Research ◽  
Empirical Studies ◽  
Reliability And Validity ◽  
Measurement Methods ◽  
The Other ◽  
The Relationship ◽  
Practical Implications

A versenyképes működés elengedhetetlen feltétele a fogyasztói elégedettség, melynek egyik meghatározó eleme az észlelt és elvárt minőség közti kapcsolat. A minőségi elvárások az internettel, mint napjaink egyik meghatározó csatornájával kapcsolatban is megfogalmazódtak már, így kapott jelentős szerepet az online szolgáltatás minőségének meghatározása, illetve ezzel összekapcsolódva az online fogyasztói elégedettségmérés. Jelen tanulmány első része szakirodalmi áttekintést nyújt az online szolgáltatás minőségének fogyasztói érzékelésével, értékelésével kapcsolatos elméletekről, melyek az online fogyasztók elégedettségmérésének alapját képezik. Ezután kerül sor a különböző mérési módszerek bemutatására, kiemelt szerepet szánva a szakirodalomban sokat tárgyalt E-S-QUAL és E-RecS-QUAL skálának. Az áttekintés középpontjában azok az elméletek állnak, melyek az online vásárlást is nyújtó honlapokra vonatkoznak. A cikk további része két empirikus kutatást tartalmaz. Az első az elégedettségmérés hazai helyzetét tárgyalja, a másik pedig a szakirodalomból ismert E-S-QUAL és E-RecS-QUAL skálákat felhasználva részletesen elemzi az elektronikus szolgáltatásminőség dimenziói és a fogyasztói elégedettség közötti fontosabb összefüggéseket, emellett röviden vizsgálja az alkalmazott skálák megbízhatóságát és érvényességét. A kutatás fő célja a gyakorlati szakemberek számára is releváns kapcsolatok feltárása és bemutatása. _______ A company’s competitiveness significantly depends on the satisfaction of its consumers, which is influenced by the relationship between the expected and perceived quality. As over the last decade internet has become a significant channel, in parallel its customers have built some expectation about the quality of different websites and online services. Therefore the marketing literature should focus on the dimensions of e-service quality (e-sq) and online-customer satisfaction. This study first resumes with different concepts of e-sq, which are the principles of the online-customer satisfaction’s measurement. Than the different e-sq measurement methods are reviewed and the dimensions of E-S-QUAL and ERecS- QUAL scales are deeply explained. The study is focusing on concepts relating to web shops. The next part of the article includes two empirical studies. The first is about the situation of satisfaction measurement at Hungarian companies. The other one analyzes the most relevant relationships between the dimension of e-sq and customer satisfaction based on the E-S-QUAL and E-RecS-QUAL scales for measuring e-sq and briefly outlines the reliability and validity of these scales. The main purpose of this empirical research is to summarise the managerial and practical implications.

scholarly journals HUBUNGAN KUALITAS JASA TERHADAP KEPUASAN PELANGGAN PADA PT. POS INDONESIA (PERSERO) CABANG BANJARMASIN

2021 ◽  
Vol 3 (2) ◽  
pp. 47
Author(s):  
Aris Setia Noor
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Quantitative Method ◽  
Strong Influence ◽  
Direct Evidence ◽  
Independent Variables ◽  
Alpha Level ◽  
The Relationship

Tujuan dilakukannya penelitian ini adalah untuk mengetahui seberapa besar hubungan Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin. Metode yang digunakan pada penelitian ini adalah metode kuantitatif. Variabel bebas dalam penelitian ini adalah Keandalan, Daya Tanggap, Jaminan, Empati dan Bukti Langsung. Sedangkan variabel terikatnya adalah Kepuasan Pelanggan.                                                Hasil penelitian untuk kelima variabel tersebut diketahui bahwa secara parsial dilakukan uji t dimana hasilnya ditemukan bahwa terdapat satu variabel yang tidak signifikan berpengaruh terhadap kepuasan pelanggan yaitu variabel Empati. Variabel Daya Tanggap merupakan variabel yang paling dominan berpengaruh. Sementara itu berdasarkan hasil uji F pada tingkat alpha sebesar 10% menunjukkan bahwa kelima variabel yang diteliti secara simultan berpengaruh signifikan. Determinasi (R2) adalah 0,617 atau 61,7%. Hal ini menunjukkan besarnya kontribusi yang diberikan seluruh variabel bebas terhadap variabel terikatnya. Dengan adanya  pengaruh yang positif dan kuat dari Kualitas Jasa terhadap kepuasan pelanggan pada PT. Pos Indonesia (Persero) Cabang Banjarmasin, maka hendaknya kualitas jasa terus ditingkatkan sebagai salah satu strategi perusahaan dalam upaya meningkatkan kepuasan pelanggannya.The purpose of this research is to find out how big the relationship between service quality and customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch. The method used in this study is a quantitative method. The independent variables in this study are Reliability, Responsiveness, Assurance, Empathy and Direct Evidence. While the dependent variable is Customer Satisfaction.  The results of the research for the five variables are known to be partially t-tested where the results are found that there is one variable that has no significant effect on customer satisfaction, namely the Empathy variable. Responsiveness variable is the most dominant variable influencing. Meanwhile, based on the results of the F test at an alpha level of 10%, it shows that the five variables studied simultaneously have a significant effect. The determination (R2) was 0.617 or 61.7%. This shows the magnitude of the contribution given by all independent variables to the dependent variable. With the positive and strong influence of Service Quality on customer satisfaction at PT. Pos Indonesia (Persero) Banjarmasin Branch, the quality of service should continue to be improved as one of the company's strategies in an effort to increase customer satisfaction.

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

KEPUASAN KONSUMEN DITINJAU DARI KUALITAS PELAYANAN, STORE ATMOSPHERE DAN PROMOSI DI RUMAH MAKAN PONDOK JOWI SOLO

2020 ◽  
Vol 4 (02) ◽  
Author(s):  
Shofia Zulfa Amalina ◽  
Sri Hartono ◽  
Ratna Damayanti
Keyword(s):  
Quality Of Service ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Sampling Technique ◽  
Likert Scale ◽  
The Relationship

The purpose of this study was to analyze the effect of whether or not the quality of service, store atmosphere and promotion of consumer satisfaction at Pondok Jowi Restaurant Solo. The population in this study were consumers of Pondok Jowi Solo Restaurant in January 2020 at May 2020 with a total of 14,030 people. The sampling techniquemismpurposive samplingm which is a sampling technique with certain considerations by taking 100 respondents. Data collection uses a Likert scale questionnaire to measure respondents' answers to identify the relationship between service quality, store atmosphere and promotion of customer satisfaction. The results show that service quality, store atmosphere and promotion have a simultaneous and significant effect on customer satisfaction, servicei quality has assignificant effect on customer satisfaction, store atmosphere has a significant effect on customer satisfaction, and promotion has significant effect on customer satisfaction. Keywords: Service quality, Store atmosphere, Promotion, Consumer satisfaction

Abstract 279: The Impact of Heart Failure on Depression and Quality of Life is Greater in Men than Women

2012 ◽  
Vol 5 (suppl_1) ◽  
Author(s):  
Rory Hachamovitch ◽  
Brian Griffin ◽  
Alan Klein ◽  
Benjamin Nutter ◽  
Irene Katzan ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Heart Failure ◽  
Demographic Data ◽  
Cardiovascular Assessment ◽  
Related Quality ◽  
Health Related ◽  
The Difference ◽  
The Impact ◽  
The Relationship

Background. Patients (pts) diagnosed with congestive heart failure (HF) have been reported to have more frequent depression and worsened health related quality of life (HRQOL). Although depression is more common in women than men in this condition, the impact of HF on depression and HRQOL in men versus women is unclear. We sought to examine the relationship between pt sex, HF diagnosis, and pt-perceived depression and HRQOL. Methods. Depression (PHQ-9) and HRQOL (EQ5D) data were collected using tablet computers from pts presenting for routine outpatient cardiovascular assessment at our institution between November, 2010 and December, 2011. Demographic, clinical, and historical data was collected as per routine. We examined the association of pt sex and clinical diagnosis of HF with instrument results after adjusting for potential confounding information using mutliple linear regression. Results. Of 3046 pts (age 61±15), 39% were female and 8.7% were diagnosed with HF. Overall, PHQ-9 was greater, and minor or major depression (PHQ-9≥10) was more frequent, in women than men (4.6±4.6 vs. 3.3±4.4; 14.0% vs. 8.9%, both p<0.05) and in HF pts than pts without HF (5.9±5.6 vs. 3.6±4.3, 22.0% versus 9.6%; both p<0.05). Similarly, HRQOL was worse in women than men (EQ-5D 0.80±0.18 vs. 0.87±0.16; p<0.01) and in HF pts than no HF (EQ-5D 0.76±0.18 vs. 0.85±0.17; p<0.01). However, the difference in PHQ-9 between pts with versus without HF was greater in men (6.23±6.06 vs. 3.02±4.06, p<0.01) than women (5.43±4.85 vs. 4.55±4.58, p=0.09). After adjusting for cardiovascular diagnoses, comorbidities, clinical and demographic data, multivariable modeling of PHQ-9 revealed a significant interaction between pt sex and HF diagnosis (p=0.001; see Figure) such that women had greater PHQ-9 scores compared to men without HF, but in the setting of HF, mens' PHQ-9 scores were greater. Modeling of EQ-5D also revealed that after risk-adjustment an interaction between HF diagnosis and sex was present with a similar pattern of findings. Conclusion. Although depression is more frequent and severe in women compared to men, and in pts with versus without HF, HF appears to impact depression severity more in men compared to women.

Sign in / Sign up

Export Citation Format

Share Document