scholarly journals An Analysis of Effect Service Quality, Innovation and Consumer Dissatisfaction Towards The Consumer Attitudes at Internet Cafe Business in Medan Denai District

2020 ◽  
Author(s):  
Sunday Sitorus
Keyword(s):  
Service Quality ◽  
Consumer Attitudes ◽  
Consumer Dissatisfaction

Consumer responses to environmental corporate social responsibility and luxury

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marie Schill ◽  
Delphine Godefroit-Winkel
Keyword(s):  
Corporate Social Responsibility ◽  
Service Quality ◽  
Consumer Attitudes ◽  
Shopping Mall ◽  
Content Type ◽  
Consumer Responses ◽  
Consumer Emotions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Corporate Social

Purpose Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall. Design/methodology/approach Structural equation modeling is applied to data from a sample of 706 French consumers to test the hypotheses. Findings The results highlight the importance of environmental CSR, luxury and service quality dimensions as stimuli influencing positively consumer emotions, which in turn positively influence consumer attitudes. Research limitations/implications This study extends prior work in the field of services marketing and the S-O-R framework while considering environmental CSR, luxury and service quality dimensions as relevant stimuli. It further contributes to the literature of the shopping mall while examining relevant and unexplored antecedents to consumer emotions. Practical implications This paper provides tailored recommendations for shopping mall managers. It details how managers can use environmental CSR and luxury dimensions besides service quality as relevant stimuli in their positioning strategies to enhance consumer emotions and attitudes. Originality/value This study provides novel insights into shopping mall dimensions, i.e. environmental CSR, luxury and service quality, influencing consumer responses.

scholarly journals Fidelização de consumidoras no varejo de roupas e calçados femininos a partir da satisfação com atributos qualitativos

2020 ◽  
Vol 13 (4) ◽  
pp. 685-708
Author(s):  
Lilian Alves ◽  
Carlos Alberto Mello Moyano ◽  
Derli Luís Angnes
Keyword(s):  
Service Quality ◽  
Shopping Behavior ◽  
Target Market ◽  
Retail Sector ◽  
Retail Market ◽  
Quality Factors ◽  
Female Consumers ◽  
Women's Clothing ◽  
Consumer Dissatisfaction ◽  
Two Stages

Purpose: There are few studies about satisfaction with qualitative attributes and their factors which women look for when shopping for clothes and female shoes in the Brazilian retail market, and that is the main objective of this study, which consists in identifying the qualitative attributes that promote the service quality factors perceived by consumers in the retail market of women’s clothing and shoes in order to obtain a higher satisfaction and fidelity for this segment.Design: The methodology used was subdivided into two stages: an exploratory qualitative stage and another stage using a descriptive qualitative research with 240 female consumers in the retail market of clothes and shoes.Findings: The results of this study show a positive correlation between satisfaction and the intention of repurchasing. Four main factors were identified using a Factorial Analysis: Attending, products, service and infrastructure.Research limitations: Study was limited to women in clothing and shoes retail in only one city.Practical implications: Based on the results it was possible to establish a competitive position of the retail sector for the target market and strategy actions for improvement and to increase loyalty among the female consumers to the stores.Social implications: Reduction of consumer dissatisfaction in the retail of women's clothing and shoes.Originality/value: Academic contributions to broaden the understanding of women’s shopping behavior in the retail market of shoes and clothes based on the identification of important attributes and factors for service quality.

Effect of Participation in Marketing Research on Consumer Attitudes toward Research and Satisfaction with a Service

1981 ◽  
Vol 18 (3) ◽  
pp. 356-363 ◽  
Author(s):  
John E. Swan ◽  
I. Fredrick Trawick ◽  
Maxwell G. Carroll
Keyword(s):  
Experimental Design ◽  
Adverse Effects ◽  
Positive Response ◽  
Marketing Research ◽  
Consumer Attitudes ◽  
Consumer Reaction ◽  
Consumer Dissatisfaction ◽  
Participation In Research

In on-site research the sponsor is often obvious. Whether participation in research creates consumer dissatisfaction with being in the study and with the sponsor's service is an important question. Using an experimental design, the authors investigated consumer reaction to and satisfaction with participation in on-site research and the food and service in a restaurant. The effect of a pretest also was studied. Results indicate a positive response to the research and no adverse effects on the sponsor. No effect due to the pretest is found.

scholarly journals Integrating Operations and Marketing in the Fast Food Delivery Industry

2016 ◽  
Vol 4 (2) ◽  
pp. 23-50
Author(s):  
Saad Shahid ◽  
Shamila Nabi Khan
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Fast Food ◽  
Direct Relationship ◽  
Consumer Attitudes ◽  
Food Delivery ◽  
Care Quality ◽  
Moderator Variables ◽  
Customer Care ◽  
The Relationship

The purpose of this study is to find out how marketing and operations integrate to provide high-quality fast food delivery service. Based on survey data for three different restaurants that offer a telephone ordering service, we analyze the degree and strength of integration between marketing and operations and the relationship with customer behavioral intention. The results show that telephone customer care quality has a direct relationship with product quality and service quality. Both product and service quality have a significant relationship with consumer behavioral intention. We develop a model that integrates marketing and operations with accessibility and consumer attitudes to telephone ordering as moderator variables. Finally, the study suggests that each sample restaurant has a different operational strategy and needs to focus on different business factors.

Evaluation of Consumer Attitudes on Taste and Tap Water Alternatives in Québec

1999 ◽  
Vol 40 (6) ◽  
pp. 135-139 ◽  
Author(s):  
P. Levallois ◽  
J. Grondin ◽  
S. Gingras
Keyword(s):  
Regression Analysis ◽  
Health Risks ◽  
Telephone Survey ◽  
Tap Water ◽  
Consumer Attitudes ◽  
Bottled Water ◽  
Consumer Dissatisfaction ◽  
A Minor ◽  
St Lawrence River

A telephone survey carried out in 1995 in the Québec metropolitan area reached 2009 residents of four municipalities. Tap water was consumed regularly by only 50.8 percent of the consumers and bottled water by 42.7 %. Consumer dissatisfaction regarding the quality of tap water was noted. Fourteen percent were dissatisfied with the odor, and 30.6 % with the taste or flavor. Health risks, regarding ingestion of tap water, were mainly not perceived or seen only as a minor issue to consumers. Multiple regression analysis indicated that knowledge of the source of the water was not a major determinant for selecting alternatives to tap water (e.g., bottled water or use of home treatment devices). Such use of alternatives was in fact six times higher in consumers dissatisfied with the taste of the water (OR = 6.0, p = 0.001) and only 35 % higher if people were connected to a distribution network using the St. Lawrence River as the source of supply (OR = 1.35, p = 0.01). No explanation was given for the taste problem reported.

scholarly journals FAKTOR PENENTU KEPUASAN DAN KETIDAKPUASAN KONSUMEN PADA INTERNATIONAL AIRPORT HOTELS DI BANDARA SOEKARNO HATTA TANGERANG

2018 ◽  
Author(s):  
Rachel Dyah Wiastuti ◽  
Riyanti Teresa Tirto
Keyword(s):  
Content Analysis ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Hotel Management ◽  
International Airport ◽  
Room Size ◽  
Food And Beverage ◽  
Consumer Dissatisfaction ◽  
Operational Issues ◽  
Satisfaction Factors

<p>Tujuan penelitian ini adalah untuk mengetahui faktor kepuasan dan faktor ketidakpuasan konsumen terhadap <em>International Airport Hotel</em> di Bandara Soekarno Hatta Tangerang berdasarkan situs TripAdvisor dan Expedia.Penelitian ini menggunakan pendekatan kualitatif deskriptif dengan teknik analisis isi. Terdapat empat hotel yang menjadi objek penelitian, yaitu Bandara International Hotel, Swiss-Belhotel Airport Jakarta, Ibis Style Jakarta Airport, Ibis Budget Jakarta Airport. Teknik analisis isi dilakukan dengan menganalisis 534 ulasan yang mewakili kepuasan konsumen dan 112 ulasan yang mewakili ketidakpuasan konsumen, yang didapatkan dari dua platform hotel yaitu TripAdvisor dan Expedia. Hasil penelitian menjabarkan bahwa terdapat 12 faktor yang menentukan kepuasan konsumen yaitu fasilitas, lokasi, kualitas kamar, produk makanan dan minuman, kebersihan, kualitas pelayanan, nilai, desain, internet, suasana dan program keanggotaan. Faktor utama penentu kepuasan yaitu fasilitas terdiri dari layanan antar jemput gratis ke bandara, layanan antar ke pusat perbelanjaan, kolam renang dan restoran yang sesuai harapan.Sedangkan faktor yang menentukan ketidakpuasan konsumen terdiri dari 11 faktor yaitu kualitas kamar, kebersihan, karyawan, produk makanan dan minuman, masalah operasional, kualitas pelayana, fasilitas, nilai, penagihan, harga dan kegunaan produk. Faktor utama penentu ketidakpuasan yaitu kualitas kamar terdiri dari <em>amenities</em>yangtidak lengkap, fasilitas dan ukuran kamar tidak sesuai harapan dan kamar yang tidak kedap suara.Penelitian ini memberikan kontribusi bahwa ulasan pada media online dapat memberikan informasi bagi pihak manajemen hotel untuk mengenai faktor yang menyebabkan tamu puas dan tidak puas, sehingga dapat menjadi kajian untuk meningkatkan kinerja hotel.</p><p> </p><p><strong>Kata Kunci: </strong>Faktor Kepuasan, Faktor Ketidakpuasan, Airport Hotel, Atribut Hotel</p><p> </p><p> </p><p align="center"><strong><em>ABSTRACT</em></strong><strong><em>:</em></strong><em></em></p><h5><em>The purpose of this study is to determine the consumer satisfaction factors and dissatisfaction factors for International Airport Hotel in Soekarno Hatta Airport Tangerang based on TripAdvisor and Expedia sites. This research uses descriptive qualitative approach with content analysis. There are four hotels as research objects; International Airport Hotel, Swiss-Belhotel Airport Jakarta, Ibis Style Jakarta Airport, Ibis Budget Jakarta Airport. Content analysis techniques were conduct by analyzing 534 ulasan representing consumer satisfaction and 112 ulasan representing consumer dissatisfaction, obtained from two hotel platforms; TripAdvisor and Expedia. Plagiarsm checking is also done using TurnItIn software. The result of research shows that there are 12 factors that determine consumer satisfaction; facility, location, room quality, food and beverage product, hygiene, service quality, value, design, internet, atmosphere and membership program. The main factors determining the satisfaction of the facility consists of free shuttle service to the airport, shuttle service to the shopping center, swimming pool and restaurant. While, the factors that determine consumer dissatisfaction consists of 11 factors; room quality, cleanliness, employees, food products and beverages, operational issues, service quality, facilities, value, billing, pricing and product usability. The main factor determining the dissatisfaction of room quality consists of incomplete amenities, facilities and room size is not as expected and rooms are not soundproof. This study contributes that ulasan on online media can provide valuable information for the hotel management to determine the consumer satisfiers and dissatisfies factors, in order to improve hotel performance.</em></h5><h5><em> </em></h5><p><strong><em>Keywords</em></strong><strong><em>: </em></strong><em>Satisfaction Factors, Dissatisfaction Factors, Airport Hotel, Hotel Attributes</em></p>

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