DAMPAK UTILITARIAN VALUE DAN EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION DAN REVISIT INTENTION

2017 ◽  
Vol 2 (2) ◽  
pp. 121-130
Author(s):  
Harimurti Wulanjani ◽  
Derriawan Derriawan
Keyword(s):  
Customer Satisfaction ◽  
Food Quality ◽  
Quantitative Method ◽  
Experiential Marketing ◽  
Purposive Sampling ◽  
Revisit Intention ◽  
Utilitarian Value

This research was conducted in the Restaurant area of Taman Kencana Bogor Restaurant with a view to determining whether the attribute Experiential Marketing and Food Quality on Customer Satisfaction, which in the end as a determinant Revisit Intention Customers in Region Restaurants Taman Kencana Bogor. The method used is a descriptive quantitative method, samples of this study were 200 respondents as the basic criteria for SEM, all the respondent collected by purposive sampling. These results indicate that the variable Experential Marketing and Food Quality has a positive and significant impact on Customer Satisfaction, as well as variable Experiential Marketing, Food Quality and Customer Satisfaction after testing has a positive and significant effect on the variable Revisit Intention. Keywords: revisit intention, experiential marketing, food quality, customer satisfaction

scholarly journals Pengaruh Experiential Marketing terhadap Niat Mengunjungi Kembali di Rumah Makan dengan Kepuasan Konsumen sebagai Variabel Mediasi

2021 ◽  
Vol 9 (3) ◽  
pp. 966-978
Author(s):  
Nourissa Dinda Syachadi ◽  
Widyastuti Widyastuti
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Path Analysis ◽  
Lifestyle Changes ◽  
Restaurant Industry ◽  
Online Questionnaire ◽  
Experiential Marketing ◽  
Revisit Intention ◽  
Marketing Activities ◽  
Sense Of Satisfaction

This research aims to determine the effect of experiential marketing on the revisit intention at Si Bolang restaurant and customer satisfaction as mediation variables. The population is the customer of Si Bolang restaurant, with a total of respondents 200. The study method is quantitative and data collection using Google Forms online questionnaire. Data analysis used is Path analysis with SPSS version 25 program, and the variables used included experiential marketing, customer satisfaction, and revisit intention. Data analysis conducted are validity, reliability, path analysis, and Sobel. This research shows a significant effect of experiential marketing on revisit intention; subsequently, customer satisfaction has a significant effect on the revisit intention. Next, experiential marketing has a significant effect on revisit intention, and this study concludes that it is proven that customer satisfaction has a role as a mediation variable between experiential marketing and revisit intention. This research is based on current conditions making eating necessary to meet hunger and turning into culinary tourism with lifestyle changes, making the restaurant industry marketing activities focus on atmosphere, design, hospitality, and other intangible factors. It is necessary to pay attention to strategies in providing experiences to consumers, such as improving the taste of food, developing menus, increasing food presentation, increasing restaurant concepts and improving service in order to increase comfort in dining such as eating at home, so that grow a sense of satisfaction and provide encouragement to consumers' intentions to make repeat visits.

scholarly journals Pengaruh Experiential Marketing Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Rumah Makan Abeng 38

2020 ◽  
Vol 6 (1) ◽  
pp. 63-73
Author(s):  
Vinna Angelia ◽  
Sri Rezeki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Research Methodology ◽  
Quantitative Method ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Observation Unit ◽  
Experiential Marketing ◽  
Method Analysis

The objective of the study is to identify the effect of experiential marketing on customer loyalty in Rumah Makan Abeng 38, identify the effect of service quality on customer loyalty in Rumah Makan Abeng 38, and identify the effect of experiential marketing and service quality on customer loyalty in Rumah Makan Abeng 38.  The research methodology is descriptive quantitative method, analysis in this study is at Rumah Makan Abeng 38 and it’s observation unit are customers of Rumah Abeng 38. The population in this study are customers of Rumah Makan Abeng 38 as many as 5894 respondents. The technique of determining by number of samples used in this study is Slovin formula and amount used 98 respondents. Coefficient of determination test results (R2) shows that of Customer Loyalty is influences by Experiential Marketing and Service Quality, while the remaining is influence of other factors or variable out of the observation like Price, Product Quality, Customer Satisfaction.

scholarly journals PENGARUH EXPERIENTIAL MARKETING TERHADAP CUSTOMER SATISFACTION SERTA DAMPAKNYA PADA CUSTOMER LOYALTY (Survei pada Pengguna Smartphone di Komunitas Online Apple dan Samsung Regional Bandung)

2016 ◽  
Vol 1 (1) ◽  
pp. 149-159 ◽  
Author(s):  
Eva Devindiani ◽  
Lili Adi Wibowo
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation Model ◽  
Brand Equity ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Experiential Marketing ◽  
Purposive Sampling

Dalam persaingan pasar yang hiperkompetitif, loyalitas pelanggan menjadi hal terpentingbagi perusahaan dan mereknya untuk dapat bertahan dan memenangkan persaingantersebut. Bagi merek yang memiliki brand-equity kuat pun, seperti Apple dan Samsungpada kategori smartphone ini, loyalitas masih menjadi permasalahan karenakecenderungan konsumen untuk melakukan perpindahan merek semakin tinggi. Untukdapat menciptakan loyalitas pelanggan yang kuat, perusahaan dituntut untuk memuaskankonsumen secara maksimal, dan untuk memberikan kepuasan, perusahaan harusmenciptakan strategi yang memberikan pengalaman yang lebih dan berbeda dari pesaing.Upaya menciptakan pengalaman-pengalaman dengan menyentuh sisi emosional pelangganadalah dengan experiential marketing.Penelitian ini bertujuan untuk mengetahui gambaran kinerja experiential marketing,customer satisfaction, customer loyalty, dan mengetahui temuan mengenai seberapa besarpengaruh kinerja experiential marketing terhadap kepuasan dan loyalitas penggunasmartphone merek Apple dan Samsung di Kota Bandung. Objek dalam penelitian iniadalah member komunitas online Apple dan Samsung di Bandung. Jenis penelitian yangdigunakan adalah deskriptif, verifikatif, dan metode yang digunakan adalah explanatorysurvey dengan teknik purposive sampling, dengan jumlah sampel sebanyak 328 penggunasmartphone. Teknik analisa data yang digunakan adalah structural equation model denganalat bantu software komputer SPSS 21.0. Hasil yang diperoleh dalam penelitianmenyatakan bahwa kinerja experiential marketing berpengaruh terhadap kepuasanpengguna sebesar 0,614 dan tehadap loyalitas pengguna sebesar 0,624 Selanjunyapengaruh antara customer satisfaction terhadap customer loyalty sebesar 0,463. Pengujianhipotesis menunjukan bahwa kinerja experiential marketing memiliki pengaruh yangpositif dan signifikan baik terhadap kepuasan maupun loyalitas pengguna.

scholarly journals PENGARUH E-SERVICE QUALITY DAN FOOD QUALITY TERHADAP CUSTOMER LOYALTY PENGGUNA GOFOOD INDONESIA YANG DIMEDIASI OLEH PERCEIVED VALUE DAN CUSTOMER SATISFACTION

2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Dewi S.S Wuisan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Customer Loyalty ◽  
Perceived Value ◽  
Sampling Technique ◽  
Probability Sampling ◽  
Purposive Sampling ◽  
Electronic Service ◽  
Quality Aspects

abstract: This study aims to examine the positive influence of electronic service quality and food quality on customer loyalty. In the current era of digitalization, the tendency of Indonesian people to make online purchases through e-commerce has increased sharply. There are problems in the aspects of GoFood's electronic service quality (e-service quality) and the importance of assessing food quality aspects through GoFood delivery, so this research is important to do for both constructs by paying attention to the indirect relationship (mediation) of the value perceived by customers GoFood (perceived value) and GoFood customer satisfaction to GoFood customer loyalty. The sampling technique in this study used a non-probability sampling technique, namely purposive sampling, in which the specific respondents were GoFood customers who were well-known in various cities in Indonesia. The sample in this study may be 458 respondents with data methods through electronic questionnaires. The data were processed using validity, reliability and statistical analysis. The results showed that the e-service quality variable had a positive and significant effect both directly and indirectly through the mediation of perceived value and customer satisfaction on GoFood customer loyalty, while the food quality variable had no direct influence but had an indirect effect through perceived value and satisfaction to customer loyalty GoFood customers. abstract:Penelitian ini bertujuan untuk menguji pengaruh positif e-service quality dan food quality terhadap customer loyalty. Pada era digitalisasi saat ini, kecenderungan masyarakat Indonesia untuk melakukan pembelian online melalui e-commerce meningkat tajam. Adanya permasalahan dalam aspek kualitas pelayanan elektronik (e-service quality) GoFood dan pentingnya mengkaji aspek kualitas makanan (food quality) melalui pengantaran GoFood maka, penelitian ini penting dilakukan untuk meneliti kedua konstruk tersebut dengan memperhatikan hubungan tidak langsung (mediasi) dari nilai yang dirasakan pelanggan GoFood (perceived value) dan (customer satisfaction) atau kepuasan pelanggan GoFood terhadap loyalitas pelanggan GoFood. Teknik pengambilan sampel pada penelitian ini menggunakan teknik non-probability sampling yaitu purposive sampling dimana responden terkhusus merupakan pelanggan GoFood yang tersebar di berbagai kota di Indonesia. Sampel dalam penelitian ini berjumlah 458 responden dengan metode pengumpulan data melalui kuisioner elektronik. Data diolah dengan menggunakan analisis validitas, reliabilitas, dan analisis statistik. Hasil penelitian menunjukkan bahwa variabel e-service quality memiliki pengaruh positif dan signifikan baik secara langsung maupun tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood sedangkan variabel food quality tidak memiliki pengaruh secara langsung namun memiliki pengaruh secara tidak langsung melalui mediasi perceived value dan customer satisfaction terhadap customer loyalty pelanggan GoFood e-service quality, food quality, perceived value, customer satisfaction, customer loyalty

scholarly journals THE IMPACT OF EXPERIENTIAL MARKETING ON WORD OF MOUTH WITH CUSTOMER SATISFACTION AS A INTERVENING VARIABLE

2016 ◽  
Vol 7 (2) ◽  
Author(s):  
Muhammad Muhammad ◽  
Yessy Artanti
Keyword(s):  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Research Design ◽  
Word Of Mouth ◽  
Travel Agency ◽  
Sampling Techniques ◽  
Experiential Marketing ◽  
Purposive Sampling ◽  
The Impact

<pre><em>PT Maktour got a predicate from the Ministry of Religous Affairs as the best special hajj and umrah  organizer and was ranked as the Top Brand Index category travel agency in 2014. This study was to examine the impact of Experiential marketing on word of mouth (WOM) with customer satisfaction as intervening variable. The research design used hypothesis testing with a purposive sampling techniques. The respondents in this study were 105 respondents. The data were analyzed using AMOS software 20. The result showed Experiential marketing has a significant on customer satisfaction and WOM. </em></pre>

scholarly journals PENGARUH PERCEIVED VALUE TERHADAP REVISIT INTENTION: MEDIASI CUSTOMER SATISFACTION PADA PENGUNJUNG JAWA TIMUR PARK I BATU

2019 ◽  
Vol 24 (1) ◽  
pp. 1
Author(s):  
Siti Chotimah ◽  
Handri Dian Wahyudi
Keyword(s):  
Customer Satisfaction ◽  
Perceived Value ◽  
Purposive Sampling ◽  
Revisit Intention

Penelitian ini bertujuan untuk menguji pengaruh perceived value terhadap revisit intention. Peran mediasi dari customer satisfaction juga diuji dalam penelitian in. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survey untuk memperoleh data. Populasi penelitian ini adalah wisatawan Jatim Park 1 Batu dan sampel penelitian berjumlah 200 responden. Teknik pengambilan sampel menggunakan purposive sampling, yaitu mereka yang sudah pernah melakukan kunjungan ke Jatim Park 1. Pengumpulan data dilakukan dengan memberikan kuesioner tertutup kepada responden. Data di analisis dengan Analisis Jalur. Hasil penelitian menunjukkan perceived value memiliki pengaruh positif pada revisit intention, perceived value memiliki pengaruh positif pada customer satisfaction, dan customer satisfaction berpengaruh positif pada revisit intention. Customer satisfaction juga terbukti menjadi mediasi antara perceived value dan revisit intention.

scholarly journals Customer Satisfaction and Revisit Intention towards Fast Food Restaurants in Sri Lanka

2021 ◽  
Vol 11 (5) ◽  
pp. 95-103
Author(s):  
M. A. K. Sriyalatha ◽  
P. J. Kumarasinghe
Keyword(s):  
Customer Satisfaction ◽  
Metropolitan Area ◽  
Food Quality ◽  
Fast Food ◽  
Valuable Insight ◽  
Fast Food Restaurant ◽  
Revisit Intention ◽  
Perceived Price ◽  
Fast Food Restaurants ◽  
Effect Of Food

This study aimed at examining factors that effect of food taste, food quality, service quality, perceived price, responsiveness, restaurant environment on customer satisfaction and revisit intention. Data were collected through a structured questionnaire survey of fast food restaurant customers in a selected metropolitan area from Colombo district and students from University of Sri Jayewardenepura. The data were analyzed using SPSS 21.0 and R Studio 3.5.1 software. The study has found that food quality and perceived price are the important antecedents of restaurant customer satisfaction. Further, the results clearly showed a significant role of customer satisfaction on revisit intention and crucial impact of perceived price on customer satisfaction. In addition, revisit intention towards the fast food restaurant is directly influenced by food tastes. This study collected data from two selected groups; students from University of Sri Jayewardenepura and one metropolitan area, and data has analyzed further based on demographic characteristics further to confirm the results.  Therefore, this study provides valuable insight to restaurant managers on attracting, retaining and satisfying their customers.

scholarly journals Analysis Of Service Quality, Food Quality, Atmosphere Against Revisit Intention and Positive Word Of Mouth at Casual Dining Restaurant in Batam City

eCo-Buss ◽  
2021 ◽  
Vol 4 (2) ◽  
pp. 230-241
Author(s):  
Ho Gefi Lee ◽  
Renny Christiarini
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Casual Dining ◽  
Revisit Intention ◽  
Casual Dining Restaurant ◽  
Positive Word Of Mouth ◽  
The Impact

The purpose of this study is to analysis the impact of three elements of service quality dimensions (reliability, responsiveness and tangible), food quality and atmosphere on satisfaction, and to analysis if customer satisfaction have an impact to customer revisit intention and positive word of mouth. Data were collected from customers who had visited casual dining restaurants in Batam city through a self-administered questionnaire. Research questionnaires were distributed by researchers via google form, and have collected 359 (three hundred and fifty-nine) respondent data. This study shows that the three dimensions of service quality and food quality were significant to customer satisfaction. Also, the customer satisfaction were significant to positive word of mouth. But this study also shows that atmosphere was found not significant to customer satisfaction, and customer satisfaction not significant to revisit intention. This research conjectured that factors that influence the customers to be more satisfaction and do revisit to the casual dining restaurant are worthy of repeat research because of the decrease COVID-19 cases in batam city.

Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants

2019 ◽  
Vol 14 (4) ◽  
pp. 922-947 ◽  
Author(s):  
Mahafuz Mannan ◽  
Nusrat Chowdhury ◽  
Priodorshine Sarker ◽  
Riasat Amir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Holistic Approach ◽  
Variety Seeking ◽  
Content Type ◽  
Positive Effects ◽  
Revisit Intention

Purpose The purpose of this study is to provide an insight into the crucial antecedents of customer satisfaction and revisit intention in the context of dining restaurants in a holistic approach, taking Bangladesh as a unit of analysis. Design/methodology/approach The research design was cross-sectional. Data were collected from 30 dining restaurants in Dhaka city, Bangladesh. The proposed model was tested using partial least square structural equation modeling with a sample size of 600 respondents. Findings The antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value/price) were found to have significant positive effects on customer satisfaction. Customer satisfaction and restaurant reputation were found to have significant positive effects on revisit intention, while variety seeking tendency was found to have a significant negative effect on revisit intention. Trust was found to partially mediate the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships. Originality/value This study is among the first to provide a holistic approach toward the crucial antecedents of customer satisfaction (i.e. service quality, food quality, atmospherics, other customers and perceived value) and revisit intention (i.e. customer satisfaction, variety seeking tendency, trust and restaurant reputation) in one structural equation model, and investigated their interrelationships in the context of dining restaurants. To the authors’ knowledge, this is the first study that has investigated the mediating role of trust between the customer satisfaction-revisit intention and restaurant reputation-revisit intention relationships in the context of dining restaurants. From a market-specific context, this the first study to investigate and link the examined variables in the context of Bangladeshi dining restaurants.

Sign in / Sign up

Export Citation Format

Share Document