scholarly journals The Influence Of Servicescape And Service Quality On Customer Satisfaction And Repurchase Intention At One Eighty Café In Bandung

2021 ◽  
Vol 4 (1) ◽  
pp. 19-27
Author(s):  
Armayoga Mukti Al-ghifari ◽  
Ira Fachira
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Qualitative Methods ◽  
Preliminary Data ◽  
Quantitative Data ◽  
Hospitality Industry ◽  
Sem Analysis ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
The Relationship

Servicescape and Service Quality play essential roles in the sustainability of the hospitality industry, particularly in Bandung restaurant business. One-Eighty Café is in the heart of Bandung Tourism Area, which has to deal with tight competition, leading to a focus on improving these factors. This study aims to help One Eighty café to overcome the problem and retain its customers by enhancing Servicescape and Service Quality, leading to Customer Satisfaction and Repurchase Intention. The preliminary data using observation and qualitative methods, followed by a quantitative approach by questionnaire, which is expected to be completed by at least 200 respondents. Quantitative data will be analyzed with SEM analysis. The findings of this study are expected to show the relationship between Servicescape (i.e., ambience and interior layout and design) and Service Quality (i.e., tangible, reliability, responsiveness, assurance, and empathy) influence on Customer Satisfaction and Repurchase Intentions in details. The recommendations of this study are expected to respond to the specific elements that management should focus on to save costs and maximize Customer Satisfaction to retain customers.

scholarly journals Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Shafira Fitri Cahyaning Ratri ◽  
Anas Hidayat
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Perceived Usefulness ◽  
Primary Data ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

scholarly journals The Influence of Substituting Prices, Product Returns, and Service Quality on Repurchase Intention

Complexity ◽  
2021 ◽  
Vol 2021 ◽  
pp. 1-17
Author(s):  
Jian Xue ◽  
Zeeshan Rasool ◽  
Mohsin Ali Khan ◽  
Ahmad Imran Khan ◽  
Farooq Khan ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Textile Industry ◽  
Switching Costs ◽  
Sample Survey ◽  
Survey Method ◽  
Repurchase Intention ◽  
Product Returns ◽  
Repurchase Intentions ◽  
Business To Business

The textile industry is production-intensive and incorporates diverse transactions made by multiple suppliers, corporate buyers, and supply chain members. In the business-to-business context, the cost for attracting a new customer is notably much higher than that needed to retain a present one. Customer loyalty in terms of customer repurchase intention has, therefore, been considered as a key determinant for textile companies to improve their efficiency and competitive advantage. This study aims to investigate the business-to-business repurchase intentions of Pakistan textile and clothing industry customers. The study framework specifically consolidates the mutual dynamics of appealing (service quality), facilitating (product returns), and averting (switching costs) factors altogether and the effect of these variables on customer satisfaction and thus on customer retention (repurchase intent) in the textile’s transactional scenario. A sample survey method is used for this study. The data collected through self-administered questionnaires (n = 325) from All Pakistan Textile Mills Association enlisted the employees of the companies. The structural equational modeling technique was applied to examine the study hypotheses. The findings contended that service quality and switching costs are essential determinants that shape the repurchase intentions. Therefore, product returns do not contribute toward customer satisfaction and also do not shape the intentions of business-to-business customers to repurchase from the same supplier after having even a good product return experience in past.

scholarly journals The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

2021 ◽  
Vol 9 (1) ◽  
pp. 2091-2098
Author(s):  
Maygita Karlina ◽  
Ma’ruf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Large Scale ◽  
Industrial Sector ◽  
Partial Least Square ◽  
Least Square ◽  
Repurchase Intention ◽  
Cross Sectional ◽  
Repurchase Intentions ◽  
The City

The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google docs applications that can be accessed online via the internet by customers of online cafes and restaurants in Padang city, West Sumatra, Indonesia. In this study, there are three types of variables used, namely the first independent variable, namely e-service quality, the second is the mediating variable, namely customer satisfaction, and the third dependent variable is online repurchase intentions. Data analysis in this study used Partial Least Square (PLS). The results showed that E-Service Quality has a positive and significant effect on customer satisfaction and Online Repurchase Intention. Customer satisfaction also has a positive and significant effect on Online Repurchase Intention. The results of the mediation test show that satisfaction plays a role as a mediation between E-Service Quality and Online Repurchase Intention.

Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1136-1159 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Asif Yaseen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Data Set ◽  
Content Type ◽  
Repurchase Intentions

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses. Design/methodology/approach The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry. Findings The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics. Originality/value This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

scholarly journals ANTESEDEN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA NIAT PEMBELIAN ULANG

2018 ◽  
Vol 7 (4) ◽  
pp. 1892
Author(s):  
Zhafira Raihana ◽  
Putu Yudi Setiawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Business Opportunity ◽  
Analysis Techniques

In this era, one of the business opportunity is cafe business. This study aims to explain the effect of store atmosphere, service quality, and customer satisfaction on repurchase intentions, and the role of customer satisfaction mediates the influence of store atmosphere and service quality on repurchase intentions. The research was conducted at The Night Market Cafe & Co Working in Denpasar, using 150 respondents and data analysis techniques in the form of Path Analysis. The results of this study indicate that the store atmosphere and service quality have a positive and significant impact on customer satisfaction. The atmosphere and quality of service have a positive and significant influence on repurchase intention. Customer satisfaction has a positive and significant impact on repurchase intentions. In addition, the results of this study also show that customer satisfaction is able to mediate the effect of store atmosphere and service quality on repurchase intention at The Night Market Cafe & Co Working. Keywords: shop atmosphere, service quality, customer satisfaction, repurchase intention

scholarly journals NIAT KONSUMEN MEMBELI ULANG PRODUK MEWAH SMARTPHONE

2018 ◽  
pp. 1565
Author(s):  
Claudia Lorenzia Core ◽  
Ni Wayan Sri Suprapti
Keyword(s):  
High School ◽  
Customer Satisfaction ◽  
Purchase Intentions ◽  
Social Aspects ◽  
Repurchase Intention ◽  
Product Attributes ◽  
Repurchase Intentions ◽  
Key Driver ◽  
The Relationship

This study aims to examine the factors that influence the intention of Denpasar city consumers to repurchase the iPhone brand smartphone products, namely consumer inertia, luxury value, product attributes, customer satisfaction and social aspects. The study also tested the effect of customer satisfaction mediation on the relationship between product attributes and re-purchase intentions, as well as the role of moderator of social aspects of the relationship between consumer inertia and repurchase intentions. Respondents who participated in this study as many as 154 people who meet the sample criteria that are domiciled in Denpasar city, have graduated high school and are using smartphone brand iPhone. The results showed that consumer inertia has no effect on repurchase intention. It was further discovered that product attributes were a key driver of customer satisfaction and repurchase intentions. Customer satisfaction is also found to mediate the relationship between product attributes and repurchase intentions. In addition to product attributes, the luxury value found to be able to encourage repurchase intention as well as social aspects strengthens the relationship between consumer inertia and repurchase intentions.

Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kamarudeen Babatunde Bello ◽  
Ahmad Jusoh ◽  
Khalil Md Nor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Consumer Responses ◽  
Repurchase Intentions ◽  
Quality Perceptions ◽  
Consumer Rights ◽  
The Impact

Purpose The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase intention; second, to investigate the mediating (unique and serial) effects of service quality and satisfaction; and third, to determine the moderating effects of consumer rights awareness (CRA) on the relationship between perceived CSR and consumer responses. Design/methodology/approach Survey data was collected from a sample of 604 customers of the 4 major mobile telecommunications companies in Nigeria. The partial least squares structural equation modeling approach was used to test the hypothesized model. Findings Research findings indicate that perceived CSR has direct and positive effects on service quality, satisfaction and repurchase intention. Also, service quality and satisfaction mediates (uniquely and in sequence) the effect of perceived CSR on repurchase intention. In addition, CRA moderates perceived CSR’s effect on service quality perceptions and repurchase intention. Practical implications The findings confirm the complementary relationships between CSR, service quality and satisfaction in influencing consumers’ repurchase intention. Managers should imbibe CSR as an intangible attribute that complements high-quality services, leading to enhanced customer satisfaction and repurchase intentions. The findings also suggest that CRA enhances perceived CSR’s effect on service quality perceptions and repurchase intentions. Thus, managers should take proactive steps to inform consumers of their rights, and also show efforts at protecting the same. Originality/value This study has overcome the limitation observed in previous studies by testing the sequential mediating effects of service quality and customer satisfaction in the perceived CSR–consumer response relationships. Also, this study represents a pioneering effort at empirically confirming the role of CRA in enhancing perceived CSR’s influence on consumer responses. In addition, the findings also provide insights on the impact of CSR on consumer behavior from a developing country’s perspective.

scholarly journals SERVICE QUALITY, CUSTOMER SATISFACTION, BRAND TRUST AND REPURCHASE INTENTION

2020 ◽  
Vol 15 (2) ◽  
pp. 493-514
Author(s):  
Rendy Sumara ◽  
Lina Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Future Research ◽  
Brand Trust ◽  
Repurchase Intention ◽  
Quantitative Analysis Method

Research objectives - The purpose of this study was to analyze the factors that affect the repurchase intention of Starbucks Coffee Forward Oakwood Jakarta consumers related to service quality (servqual), customer satisfaction and brand trust.Design/Methodology/Approach - The quantitative analysis method uses structural equation modeling (SEM) analysis with LISREL software version 8.80. Sampling was carried out for 4 months. Respondents who were selected as respondents had criteria as consumers who had visited and had made a one-time purchase at Starbucks Coffee Forward Oakwood Jakarta. The research instrument was a questionnaire and the respondents filled it directly on the google form.Findings - The proposed research model meets the Goodness of Fit (GOF) category. The factor that affects repurchase intention is servqual which is an important factor in increasing repurchase intention. Customer satisfaction mediates the influence of servqual and brand trust with repurchase intention.Research limitations - This study is limited to Starbucks Coffee Forward located in Oakwood Jakarta. In the future, research can be carried out on Starbucks Coffee Forward Oakwood in other areas such as those in Bali.Originality/value - This study raises customer satisfaction and repurchase intention depending on the brand trust that consumers have. The novelty of this study is the object of research, namely Starbucks Coffee Forward Oakwood Jakarta. This Starbucks has a characteristic that is different from other Starbucks

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