The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants

Adilla Anggraeni; Lucina Iswi Hapsari Sulistyo; Natalia Affandy

doi:10.4018/ijabim.2020070107

The Antecedents of Satisfaction and Revisit Intention for Full-Service Restaurants

International Journal of Asian Business and Information Management ◽

10.4018/ijabim.2020070107 ◽

2020 ◽

Vol 11 (3) ◽

pp. 101-118

Author(s):

Adilla Anggraeni ◽

Lucina Iswi Hapsari Sulistyo ◽

Natalia Affandy

Keyword(s):

Customer Satisfaction ◽

Linear Regression Analysis ◽

Reliability And Validity ◽

Multiple Linear Regression Analysis ◽

Restaurant Industry ◽

Full Time ◽

Revisit Intention ◽

Proposed Model ◽

To Come ◽

Revisit Intentions

The purpose of this research is to identify the factors influencing customers' satisfaction and revisit intentions for full-service restaurants in Jakarta. The recent economic crisis is known to have had a great impact on consumer behavior with regard to restaurants. Therefore, this study is primarily focused on exploring the effects on the traditional antecedents of satisfaction and revisit intentions as full-time restaurants attempt to come up with better marketing strategies. This study involved 150 respondents who recently visited a full-service restaurant within the period of one month prior to the data collection. A confirmatory factor analysis and a reliability analysis were used to test the reliability and validity of the measurements. The hypotheses testing was conducted using a simple and multiple linear regression analysis to test the suitability of the proposed model for measuring satisfaction and revisit intentions. The results of the study showed that atmosphere has a significant influence on customer satisfaction and revisit intention. Customer satisfaction was also found as one of the most significant factors impacting revisit intention in the full-service restaurant industry. Therefore, restaurant managers can use a combination of good price and exciting atmosphere to enhance satisfaction and revisit intention. This study provides insights on full-service restaurants in Indonesia which have not received much attention in both marketing and hospitality literature.

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Pengaruh kualitas pelayanan, harga, dan lokasi terhadap kepuasan pelanggan PT.Dwi Karya Sartika

Jurnal Paradigma Ekonomika ◽

10.22437/jpe.v16i1.12082 ◽

2021 ◽

Vol 16 (1) ◽

pp. 81-96

Author(s):

Fenny Krisna Marpaung ◽

Irma N. Hutagalung ◽

Maria Mariana Tinambunan ◽

Nico Jeremi Siahaan ◽

Lamhoras H. Siregar

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Linear Regression Analysis ◽

Reliability And Validity ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Free Variable ◽

Coefficient Of Determination ◽

Research Implementation ◽

Independent Variable

The purpose of the implementation of this research is to prove and determine the magnitude of the influence of the independent variable of service quality, the independent variable of price, and the independent variable of location on the dependent variable of customer satisfaction at PT.Dwi Karya Sartika Medan. The sampling technique used was random sampling, thus the sample used was to carry out regression testing on 84 research respondents and 30 study respondents to carry out the reliability and validity test. Hypothesis testing is to use multiple linear regression analysis. The results of the research implementation of the independent variable of service quality, the independent variable of price, and the independent variable of location contributed partially to the dependent variable of customer satisfaction PT.Dwi Karya Sartika. The result of the test of the coefficient of determination is 0.758, which means that the resulting or predicted influence of the free variable of service quality (X1), price free variable (X2), and location independent variable (X3) on the dependent variable of customer satisfaction (Y) is 75.8%, while the remaining 24.2% is predicted or influenced by independent variables which are not included in the implementation of this research. Keywords: Service quality, Price, Location, Customer satisfaction.

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influence of service quality and customer satisfaction of the BRImo application on customer loyalty

International journal of business, economics & management ◽

10.21744/ijbem.v5n1.1817 ◽

2022 ◽

Vol 5 (1) ◽

pp. 1-5

Author(s):

Agus Riyan Saputra ◽

Zakaria Wahab ◽

Muchsin Saggaf Shihab ◽

Marlina Widiyanti

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Sampling Techniques ◽

Application Service ◽

It Department ◽

To Come ◽

Branch Office

This study was conducted to determine service quality and customer satisfaction on the BRImo application on customer loyalty at PT Bank Rakyat Indonesia (Persero), Tbk Sekayu branch office. The population in this study were all customers at PT. Bank Rakyat Indonesia (Persero), Tbk Sekayu Branch Office, as many as 850 customers in the K1 customer category, which focuses on BRImo users in 2020-2021. The sample used in this study was 123 respondents with purposive sampling techniques. The multiple linear regression analysis results show that service quality has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. The results of this study are expected. PT Bank Rakyat Indonesia (Persero), Tbk can improve the application network regularly and provide additional employees in the IT department so that customers can always use the BRImo application at any time. In addition, the increase in the appearance and needs of customers in the BRImo application service can be further improved so that customers can be more efficient in conducting transactions using only smartphones without the need to come directly to the BRI bank.

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PENGARUH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN PELANGGAN TOKO SERBA ADA MATAHARI DI PONDOK GEDE PLAZA KOTA BEKASI

Jurnal Manajemen Bisnis Krisnadwipayana ◽

10.35137/jmbk.v5i3.154 ◽

2017 ◽

Vol 5 (3) ◽

Author(s):

Drs. Iwan Kurniawan Subagja, SE., MM. ◽

Adista Fitriani

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Value ◽

Research Study ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Analysis Technique ◽

Study Population

Business competition is currently increasingly stringent requires that marketers develop marketing strategy that is telling. Companies that win business competition can solidify the company's position to survive in the future. This research study aims to analyze the effect of service quality and customer value on customer satisfaction of Multipurpose Shop Matahari in Pondok Gede Plaza simultaneously and partially. The study population is all customers of multipurpose store Matahari. This research uses multiple linear regression analysis technique, with survey data and questionnaire to 130 respondents. The results of this study indicate that the quality of service and customer value positively and significantly affect the customer satisfaction, service quality and customer value positively and partially significant to customer satisfaction.

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Analisis Pengaruh Kualitas Produk, Citra Perusahaan dan Kepercayaan Konsumen Terhadap Kepuasan Konsumen Produk Online

POINT ◽

10.46918/point.v3i2.1145 ◽

2021 ◽

Vol 3 (2) ◽

pp. 57-70

Author(s):

Marina Malian

Keyword(s):

Customer Satisfaction ◽

Product Quality ◽

Consumer Satisfaction ◽

Quantitative Research ◽

Brand Image ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Consumer Trust ◽

Independent Variables ◽

On Line

This study aims to analyze partially and simultaneously the influence of product quality, brand image and consumer trust on customer satisfaction. Including quantitative research using the results of questionnaire surveys filled by respondents. The sample used is 100 consumers of on line products in Palembang. The method of data analysis uses multiple linear regression analysis. To test the hypothesis the partial effect of independent variables on the dependent variable used the t test. The F test is used to test the effect of the independent variables on the dependent variable together. The results of processing data show there is an influence of product quality on customer satisfaction. Consumer trust affects consumer satisfaction and brand image does not affect consumer satisfaction. Taken together there is the effect of independent variables on the dependent variable. Consumer trust has the most dominant influence on customer satisfaction on line products in Palembang.

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The Influence of the Dimensions of Service Quality on Customer Satisfaction at Hotels in Batu City, Indonesia

GATR Journal of Management and Marketing Review - JMMR Vol 4(3) JUL-SEP 2019 ◽

10.35609/jmmr.2017.2.3(10) ◽

2017 ◽

Vol 2 (3) ◽

pp. 67-72

Author(s):

Ludfi Djajanto

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Market Competition ◽

Linear Regression Analysis ◽

Original Data ◽

Multiple Linear Regression Analysis ◽

Jel Classification ◽

Dominant Dimension ◽

Analysis Technique

Objective - The number of hotels in both urban or in tourism areas has increased quite rapidly. The success and sustainability of hotel businesses is largely determined by their marketing strategy and the quality of services they provide to their customers. In choosing a hotel, customers consider both the physical appearance of the hotel as well as the quality of service provided. The rapid increase in hotels in Indonesia necessarily increases competition in the hotel industry and the rules surrounding market competition become quite strict. The aim of this research is to determine the influence of the dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) on customer satisfaction and to identify the most dominant dimension in terms of customer satisfaction. Methodology/Technique - The research studied 110 respondents who have stayed in several hotels located in Batu, Indonesia. The data was collected using purposive sampling techniques using questionnaires. The data analysis technique used in this research was multiple linear regression analysis. Findings – Based on the results of this research, it is concluded that the dimensions of service quality (tangibility, reliability, responsiveness, assurance, empathy) have a significant influence on customer satisfaction. In addition, the service quality dimension that has the most dominant influence on customer satisfaction is assurance. Novelty - The research supported by original data and contribute to the literature in the context of Indonesia. Type of Paper - Empirical Keywords: Service Quality; Tangibility; Reliability; Responsiveness; Assurance; Empathy; Customer Satisfaction. JEL Classification: L15, M10, M30.

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Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank

EKOMABIS: Jurnal Ekonomi Manajemen Bisnis ◽

10.37366/ekomabis.v1i02.73 ◽

2020 ◽

Vol 1 (02) ◽

pp. 133-140

Author(s):

Meli Andriyani ◽

Riski Ardianto

Keyword(s):

Regression Analysis ◽

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Product Quality ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Research Data ◽

Positive Effect

The bank as a service company places great importance on satisfaction through services and products. The purpose of this study was to determine the effect of service quality and product quality on customer satisfaction. The research was conducted by distributing questionnaires to 100 respondents, namely bank customers who live and have bank accounts in the Cibubur area. The research data were analyzed using multiple linear regression analysis. The study found that service quality did not affect customer satisfaction, while product quality had a positive effect on customer satisfaction.

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DAMPAK KUALITAS LAYANAN DAN NILAI NASABAH TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

Ekspansi: Jurnal Ekonomi, Keuangan, Perbankan dan Akuntansi ◽

10.35313/ekspansi.v11i1.1329 ◽

2019 ◽

Vol 11 (1) ◽

pp. 129

Author(s):

Hamdani Hamdani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Significant Influence ◽

Customer Value ◽

Quantitative Methods ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Primary Data ◽

Islamic Banking ◽

Qualitative And Quantitative Methods

Abstract: This research refers to studying service quality and customer value towards customer satisfaction in Islamic banking with a case study in PT Bank Syariah Mandiri Lhokseumawe Branch. The data used in this study are primary data through interviews using a questionnaire. The sample in this study was accidental sampling. The research method used is qualitative and quantitative methods, with multiple linear regression analysis. The results released by simultaneous shows, service quality and customer value have a positive and significant influence on customer satisfaction. While the results of the study indicate that, service quality has a positive and significant effect on customer satisfaction, the customer value also has a positive and significant influence on customer satisfaction. From the variable Quality of service and value of customers that are just the same as partial to customer satisfaction in Islamic banking. This research can be used as an evaluation and input for the management of a special sharia banking company, PT Bank Syariah Mandiri, Lhokseumawe Branch, to always improve service quality and value customers receive customers satisfied with services and benefits obtained or obtained by customers. Keywords: Service Quality, Customer Value, Customer Satisfaction

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Analisis Pengaruh Brand Awareness, Brand Loyalty dan Harga terhadap Kepuasan Pelanggan PT. Jico Agung Jakarta

Jurnal Akuntansi dan Manajemen ◽

10.36406/jam.v16i02.242 ◽

2019 ◽

Vol 16 (02) ◽

pp. 194-207

Author(s):

Estu Mahanani ◽

Bida Sari

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Brand Loyalty ◽

Linear Regression Analysis ◽

Sampling Technique ◽

Multiple Linear Regression Analysis ◽

Brand Awareness ◽

F Test ◽

Research Population ◽

Analysis Determination

This study aims to determine the effect of brand awareness (X1), brand loyalty (X2) and price (X3) on Customer Satisfaction (Y). The method used is the interactive-associative research. This research population is all of the PT. Jico Agung’s customer in East Jakarta. The sampling technique is done by purposive sampling with certain criteria. The sample of the research are 30 respondents (PT. Jico Agung’s customer who live in RT.013 and 014, RW.07, North Utan Kayu, East Jakarta. Data collection is using observation, interviews and questionnaires. Analysis of the data used is quantitative analysis, including correlation analysis, determination analysis and multiple linear regression analysis (simultaneously), and hypothesis testing using t-test and F-test. The results of data processing performed with SPSS 25.0 for windows. The value of correlation coefficient (R) is 0,848. The value of determination coefficient (R2) is 0,687. It means that 68,7% variation of dependent variable (Customer Satisfaction) could be predicted from the combination of variables (brand awareness, brand loyalty and price) and the remaining 31,3% is influenced by other factors. The regression equation was obtained Ŷ = 0,26 + 0,360 X1+ 0,397X2 + 0,234X3. For the F test obtained F value is calculated at 22.266, greater than F-table (2,98) with α = 5%, so the conclusion: reject Ho and Ha is accepted. It means there is significant influence of brand awareness (X1), brand loyalty (X2) and price (X3) together on Customer Satisfaction (Y).

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ANALISIS PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION BANK SYARIAH Studi Pada PT. Bank Muamalat Indonesia dan Bank Syariah Mandiri di Banjarmasin

JWM (Jurnal Wawasan Manajemen) ◽

10.20527/jwm.v6i3.167 ◽

2019 ◽

Vol 6 (3) ◽

pp. 237

Author(s):

Heldalina , ◽

Muhammad Riza Firdaus ◽

Ikhwan Faisal

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Linear Regression Analysis ◽

Cost Benefit ◽

Multiple Linear Regression Analysis ◽

Benefit Ratio ◽

Cost Benefit Ratio ◽

One Way Anova

The aim of this study was to: (1) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio) which simultaneously influence customers’ satisfaction of Bank Muamalat and BSM Banjarmasin branch, (2) analyze the influence of service quality variables (corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit) which partially affect customers’ satisfaction of Bank Muamalat and BSM Banjarmasin branch, (3) analyze different levels of customers’ satisfaction (customer satisfaction) between Bank Muamalat Indonesia and Bank Syariah Mandiri (BSM).The population in this study were customers of Bank Muamalat Indonesia and Bank Syariah Mandiri Banjarmasin branch with a of 100 people. The technique used in taking sample was judgmental sampling. Testing the validity of the questionnaire was conducted using Pearson Product Moment, while the reliability test of questionnaire used Cronbach Alpha method. The data analysis was conducted using multiple linear regression and One-way ANOVA.Based on the results of multiple linear regression analysis it showed that the variables of service quality, that were, corporal efficiency, core banking, convenience, confidence, compliance and cost-benefit ratio simultaneously significantly affected customers’ satisfaction. Partially, only four variables that significantly affected, namely convenience, confidence, compliance and cost-benefit, while the corporal variable efficiency, core banking had no significant effect. Based on the analysis of one-way ANOVA it showed that there was no difference in satisfaction between customers of Bank Muamalat Indonesia and Bank Syariah Mandiri.

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STUDY-LIFE BALANCE AND MATURE STUDENTS IN HIGHER EDUCATION DURING THE COVID-19 PANDEMIC: THE CASE OF OXFORD BUSINESS COLLEGE, UNITED KINGDOM

European Journal of Education Studies ◽

10.46827/ejes.v8i11.3975 ◽

2021 ◽

Vol 8 (11) ◽

Author(s):

Aljoša Šestanović ◽

Mahnaaz Siddiqui

Keyword(s):

Formal Education ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Full Time ◽

Time Saving ◽

Study Program ◽

Family Responsibilities ◽

Business College ◽

Mature Students ◽

Gender And Age

A number of studies and cases have brought to light the challenges and barriers mature students face as they embark on a course of study. Yet there is no agreed definition of the term ‘mature student’. The first part of this paper presents several definitions of the term found in the contemporary literature. The two prevailing criteria are the typical constraints mature students face while studying and student age. In our study, a survey questionnaire was distributed electronically to 64 mature students at Oxford Business College during August 2021. Our research found that the most concerning issue for those who took part in our survey during the Covid-19 pandemic was reconciling financial obligations associated with education and family responsibilities. This may be a consequence of increased job insecurity during the pandemic. However, only one-third of the mature students in our study said they had significant difficulties in balancing study with other commitments, and slightly more than one fifth had experienced extreme or significant amounts of stress. Most students had succeeded in finding the right balance, albeit with minor difficulties. Interestingly, the results of our correlation analysis showed that stress in managing activities was unrelated to gender and age, while absence from full-time education was significantly positively related to age and unrelated to gender. Stress in managing activities correlated positively with balancing study-related obligations with other life commitments. This result shows that higher levels of stress lead to greater difficulties in achieving a balance between study and other life activities. Furthermore, associations between the period of absence from full-time education prior to enrolment on the current study program and gender and age were statistically insignificant. The results of our multiple linear regression analysis showed that gender and age together explained a statistically significant percentage of variance in stress levels. Additionally, absence from full-time formal education accounted for 2% of the total score variance in stress caused by managing different activities. This finding indicates that longer periods of time spent out of formal education predict higher levels of stress among mature students later on. As we start to move beyond the pandemic, almost two-thirds of respondents said they would prefer lessons to be delivered online once the Covid-19 pandemic is over, while only a minority of them prefer traditional classroom-based lessons (on-campus). This is perhaps no surprise given the substantial time-saving advantages of online learning, the scarcest resource for mature students. Article visualizations:<img src="/-counters-/edu_01/0894/a.php" alt="Hit counter" />

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