scholarly journals Factors Affecting Customer Satisfaction and Repurchase Intention: A Study of Full-Service Trendy Restaurants in Vietnam

2021 ◽  
Vol 1 ◽  
Author(s):  
Chen Ho ◽  
Huei-Sheng Tu ◽  
Nguyen Ngoc Anh ◽  
Pham Minh Tuan ◽  
Nguyen Thi Ngoc Anh ◽  
...  
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Engagement ◽  
Future Research ◽  
Repurchase Intention ◽  
Factors Affecting ◽  
The World ◽  
Food And Beverage ◽  
Social Media Platforms

“Trendy restaurants” have emerged in the food and beverage industry as the popularity of social media arose rapidly. For consumers enjoy sharing pictures or videos taken in restaurants, providing trendy space turned out to be an effective way of customer engagement. A growing number of consumers all over the world are always sharing their experiences as well as using these platforms to discover food and beverage trends. Among different parts of the world, Vietnam has a significant number of consumers, especially younger age, are considering social media platforms as a powerful medium in their decision-making. In order to explore the factors behind customer satisfaction at trendy restaurants, this study investigates narcissism personality together with food/drink and service quality as potential predictors to satisfaction and repurchase intention in Vietnamese full-service trendy restaurants. Samples of 213 Vietnamese guests from trendy restaurants were surveyed. SPSS was used to analyze collected data and the findings point out that, in general, food quality, service quality and narcissism personality traits have significant impacts on customer satisfaction and repurchase intention. Customer satisfaction mediates the relationships between predictors and repurchase intention. The implications of these findings, limitations of the study and future research suggestions are also discussed

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 Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

scholarly journals Pengaruh Customer Engagement dan E-Service Quality Terhadap Online Repurchase Intention dengan Customer Satisfaction Sebagai Variabel Intervening pada Marketplace Shopee

2020 ◽  
Vol 2 (1) ◽  
pp. 89-100
Author(s):  
Alfi Nurul Hikmah ◽  
Sulis Riptiono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Engagement ◽  
Repurchase Intention

Penelitian ini dilakukan berdasarkan fenomena, dan didukung jurnal yang ada, sehingga peneliti tertarik melakukan penelitian tentang pengaruh customer engagement dan e-service quality terhadap online repurchase intention dengan customer satisfaction sebagai variabel intervening. Tujuan penelitian ini adalah menganalisis dan menjelaskan pengaruh antara variabel independen, variabel intervening dan variabel dependen.  Populasi penelitian ini yaitu mahasiswa STIE Putra Bangsa Kebumen pengunjung marketplace Shopee. Sampel dalam penelitian ini sebanyak 100 orang. Teknik pengambilan sampel yang digunakan adalah accidental sampling. Metode pengumpulan data dengan kuesioner. Sikap responden diukur dengan skala likert 4 tingkatan dan data yang diperoleh diolah dengan analisis SPSS (Statistical Product and Service Solution) for windows versi 24.0. Analisis data menggunakan analisis deskriptif, dan analisis statistik (analisis jalur). Hasil penelitian menunjukkan bahwa terdapat pengaruh signifikan antara variabel customer engagement  terhadap customer satisfaction, selanjutnya e-service quality berpengaruh signifikan terhadap customer satisfaction, customer engagement berpengaruh signifikan terhadap online repurchase intention, e-service quality berpengaruh signifikan terhadap online repurchase intention, serta  customer satisfaction berpengaruh signifikan terhadap online repurchase intention.

scholarly journals The Influence of Food & Beverage Quality, Service Quality, Place, and Perceived Price to Customer Satisfaction and Repurchase Intention

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
REZHA ARLANDA BERLIANSYAH ◽  
AGUS SUROSO
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Survey Method ◽  
Quality Service ◽  
Repurchase Intention ◽  
Perceived Price ◽  
Food And Beverage ◽  
Positive Effect

This type of the research is case study with survey method by using questionnaire as a toolof data collection. The study was conducted in Purwokerto area. There are many varioustype of culinary business, such as cafe, restaurant, foodstreet, foodcourt, etc. But one of themost popular in the society now is cafe and restaurant. One of the new cafe and resto thathad been just found in Purwokerto is Level Up. As a new arrival, Level Up have a uniqueconcept, place, foods and beverages, and also the services that can attract young adult inPurwokerto to visit Level Up. But, there was a decrease in the customers who visited LevelUp after a year of standing and the problem that faced by Level Up become a businessphenomenon. Based on the problems above, this research was conducted to analyze thefood and beverage quality, service quality, place, and perceived price to customersatisfaction and repurchase intention. Respondents of this research are 165 respondentscame from consumers in Purwokerto who have been visited Level Up Purwokerto. Thisresearch uses SEM (Structural Equation Model) as analysis tools technique. Statisticalsoftware SPSS is used to analyze the data. The result of hypothesis testing using T-test is inthe following: (1) Food and beverage quality has positive effect on customer satisfaction. (2)Service quality has positive effect on customer satisfaction. (3) Place has a positive but nosignificant effect on customer satisfaction. (4) Perceived price has a positive effect oncustomer satisfaction. (5) Customer satisfaction has a positive effect on repurchaseintention.

scholarly journals Analysis of Social Media Based on Terrorism — A Review

2020 ◽  
Vol 08 (01) ◽  
pp. 1-21
Author(s):  
Pooja N Jain ◽  
Archana S Vaidya
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Terrorist Attack ◽  
Public Communication ◽  
Future Research ◽  
Online Social Media ◽  
The World ◽  
Social Media Platforms ◽  
Social Media Tools ◽  
Use Of Social Media

With the ever-growing number of online social media platforms, the world has shrunk even further with regards to communication and knowledge-sharing perspective. However, communication, at times, can be deterrent when misused using such widespread social media tools. The acts of terrorism become seemingly convenient as the barrier of communication is nullified. This propagation of hateful content becomes much more easier and even recruiting anti-socials gets easier. Oddly, these social media platforms are the ones that prove essential during such crisis situations. This paper reviews most of the works reported by various authors in the last 10 years on the use of social media during a time of terrorist attack to addressing how to use social media for public communication with the emergency organization and military or police during terrorist attack, how to perform post-attack social media analytic and how to detect acts of terrorism, unrest, and hatred using social media analytic. With this objective, the authors also hope to inspire other researchers to work in this direction and use this review as a guide for instigating future research to counter-attack terrorism as it is the need of the hour for our country in the wake of recent Uri and Pulwama attack.

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

scholarly journals Customer engagement behaviour on social media platforms: A systematic literature review

2019 ◽  
Vol 18 (3) ◽  
pp. 239-256
Author(s):  
Tolu Ajiboye ◽  
John Harvey ◽  
Sheilagh Resnick
Keyword(s):  
Social Media ◽  
Literature Review ◽  
Systematic Literature Review ◽  
Secondary Data ◽  
Customer Engagement ◽  
Empirical Literature ◽  
Future Research ◽  
Depth Analysis ◽  
Social Media Platforms ◽  
Search For Information

Customer engagement behaviours (CEB) on social media have the potential to strengthen relationships between firms and customers. However, there have been no systematic attempts to review the antecedents of CEB on social media despite wide recognition of its importance. Using a systematic literature review method, we provide an in-depth analysis of the extant empirical literature on CEB in relation to social media platforms. Results indicate that there are five key antecedent causes and these are identified in the literature as: (1) social links; (2) ownership-value; (3) search for information; (4) involvement; and (5) functionality. These represent the key antecedents of engagement for firms using social media. Our review is the first to bring together an in-depth secondary data analysis of the antecedents of CEB in social media platforms. We subsequently identify three epistemological tensions within the corpus, and suggest directions for future research in order to advance the understanding of CEB in relation to social media.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

Kim Kardashian: the Leader of the Influencers

2019 ◽  
Author(s):  
Laila Fariha Zein ◽  
Adib Rifqi Setiawan
Keyword(s):  
Social Media ◽  
The United States ◽  
Armenian Genocide ◽  
The Public ◽  
Self Defense ◽  
Global Commerce ◽  
The World ◽  
Social Media Platforms ◽  
International Issues ◽  
Global Influence

In today’s world, it is easier and easier to stay connected with people who are halfway across the world. Social media and a globalizing economy have created new methods of business, trade and socialization resulting in vast amounts of communication and effecting global commerce. Like her or hate her, Kimberly Noel Kardashian West as known as Kim Kardashian has capitalized on social media platforms and the globalizing economy. Kim is known for two things: famous for doing nothing and infamous for a sex tape. But Kim has not let those things define her. With over 105 million Instagram followers and 57 million Twitter followers, Kim has become a major global influence. Kim has travelled around the world, utilizing the success she has had on social media to teach make-up master classes with professional make-up artist, Mario Dedivanovic. She owns or has licensed several different businesses including: an emoji app, a personal app, a gaming app, a cosmetics line, and a fragrance line. Not to be forgotten, the Kardashian family show, ‘Keeping Up with the Kardashians’ has been on the air for ten years with Kim at the forefront. Kim also has three books: ‘Kardashian Konfidential’, ‘Dollhouse’, and ‘Selfish’. With her rising social media following, Kim has used the platforms to show her support for politicians and causes, particularly, recognition of the Armenian genocide. Kim also recently spoke at the Forbes’ women’s summit. Following the summit, Kim tweeted out her support for a recent movement on Twitter, #freeCyntoiaBrown which advocated for a young woman who claimed to have shot and killed the man who held her captive as a teenage sex slave in self-defense. Kim had her own personal lawyers help out Cyntoia on her case. Kim has also moved beyond advocating for issues within the confines of the United States. As mentioned earlier, she is known for advocating for recognition of the Armenian genocide. In the last two years, her show has made it a point to address the Armenian situation as it was then and as it is now. Kim has been recognized as a global influencer by others across the wordl. We believe Kim has become the same as political leaders when it comes to influencing the public. Kim’s story reveals that the new reality creates a perfect opportunity for mass disturbances or for initiating mass support or mass disapproval. Although Kim is typically viewed for her significance to pop culture, Kim’s business and social media following have placed her deep into the mix of international commerce. As her businesses continue to grow and thrive, we may see more of her influence on international issues and an increase in the commerce from which her businesses benefit.

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