scholarly journals Factors Driving Customer Satisfaction at Shopping Mall Food Courts

2020 ◽  
Vol 13 (3) ◽  
pp. 27
Author(s):  
Maram A. Mahin ◽  
Iman M. Adeinat
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Food Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Descriptive Analysis ◽  
Shopping Mall ◽  
Equation Modeling ◽  
Food Variety

In the service industry, when providers generate a high level of customer satisfaction, they can gain and maintain a major competitive advantage in the marketplace. This competitive advantage can, in turn, lead directly to high profitability and growth. In the present competitive consumer landscape, world, shopping malls must deliver high-quality service to customers given that as a service ecosystem the mall must optimize its own resources and the resources of others to improve both its own circumstances and those of others. Against this general background, in this study, we assess the quality attributes of a food court located in a shopping mall by identifying factors related to the shopping mall—ambience, food variety, convenience, the tenants in the food court, food quality, food price, and restaurant staff. A descriptive analysis and a multivariate analysis, including structural equation modeling, are performed using IBM SPSS and AMOS statistical software. The results of the factor analysis indicate that food quality, followed by convenience and food variety, is the most important factor driving customer satisfaction. The results highlight the importance of networks between different stakeholders in such an ecosystem and provide developers and service providers with information in regard to the attributes most implicated in predicting customer satisfaction in a food court. On this basis, customers are viewed not only as evaluators but also as partners in producing service.

scholarly journals PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH

2018 ◽  
Vol 10 (2) ◽  
pp. 201
Author(s):  
Mutmainnah Mutmainnah
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling

<p><em>As a primary factor in satisfaction and loyalty,</em><em> </em><em>service quality and image has been given a lot of attention</em><em>. </em><em>This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. </em><em>The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.  </em><em></em></p><p><em> </em></p>

scholarly journals THE ROLE OF CUSTOMER ENGAGEMENT IN BUILDING LOYALTY: EMPIRICAL STUDY ON BCA BANK

2020 ◽  
pp. 53-61
Author(s):  
Clara Uli Kumudani ◽  
Catur Sugiarto
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Marketing Manager ◽  
Positive Effects ◽  
Strategic Objective

Customer loyalty is an important and strategic objective of the banking industry, which is achievable when the expectations of a product are fulfilled and satisfied. Therefore, customer satisfaction should be maintained by developing a deep interaction between customers and service providers. This study aims to analyze the effect of service quality, customer engagement, and customer satisfaction on customer loyalty at Bank Central Asia (BCA) Solo. A qualitative approach using the partial least squares structural equation modeling (PLS-SEM) was employed, to provide an insight for the marketing manager in developing strategies to increase customer loyalty. More specifically, the results showed that service quality has a positive effect on customer satisfaction, while customer satisfaction and engagement also have positive effects on customer loyalty.

scholarly journals THE EFFECT OF FOOD QUALITY AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND REPURCHASE INTENTION (CASE STUDY OF HOT PLATE RESTAURANTS)

2020 ◽  
Vol 10 (1) ◽  
pp. 1
Author(s):  
Desman Hidayat ◽  
Aryo Bismo ◽  
Amelia Ruwaida Basri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Total Sample ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Hot Plate ◽  
Positive Effects ◽  
Influence Of Food

The food and beverages industry have been growing rapidly, making the competition in this industry higher. Therefore, innovation is needed to survive. The purpose of this study is to analyze the influence of food quality and service quality on the customer satisfaction of hot plate restaurants’ consumers, which in turn will have an impact on repurchase intention. The method used in this study is a quantitative approach, using a Likert Scale as a measurement method. Data analysis uses the structural equation modeling (SEM) method with SmartPLS 3.0 tools. The population of this study is XYZ hot plate restaurants’ consumers in Sunter and Bekasi. Total sample that used in this research is 100 samples by using the Slovin formula. The results of this study show significant and positive effects, both individually and simultaneously, between food quality and service quality to customer satisfaction and its impact on repurchase intention. Therefore, in order to compete with others, XYZ hot plate restaurants should (1) Improve and maintain their foods and drinks, (2) Maintain their employees’ credibility, and (3) Reduce the waiting list.   

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

scholarly journals An Empirical Study on Students’ Satisfaction from Mawlana Bhashani Science & Technology University, Bangladesh

2020 ◽  
Vol 6 (2) ◽  
pp. 463-479
Author(s):  
Mohima Akter ◽  
Md Nazmus Sadekin ◽  
Ataul Karim Patwary
Keyword(s):  
Student Satisfaction ◽  
Food Quality ◽  
Structural Equation ◽  
Negative Impact ◽  
Pearson Correlation ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Price Fairness ◽  
Quality Food ◽  
Food Variety

The main motive of this study is to explore university canteen foodservice attributes (food quality, food variety, price fairness, ambience, staff, and student satisfaction)in Mawlana Bhashani Science & Technology. Data are accumulated through a simple random sampling technique. A total of 355 numbers of valid questionnaires is used for statistic exploration. For measuring the performance of all factors for student satisfaction, 7 points Likert Scale is used.Qualitative& quantitative systems are used in the paper. Microsoft Excel version 10.0, Smart PLS software version 3.0, SPSS software version 20.0, is performed to analyze and test the theoretical model. Following the literature, data are analyzed using Crosstab Analysis, Pearson Correlation Coefficients, Structural Equation Modeling; Confirmatory Factor Analysis, and Path Analysis. The findings show that food quality, food variety, ambience & staff have a significant positive influence on student satisfaction, and the price has a negative impact on student satisfaction.

Flexibility, collaboration and relationship quality in the logistics service industry

2018 ◽  
Vol 30 (3) ◽  
pp. 555-570 ◽  
Author(s):  
Shihyu Chou ◽  
Chi-Wen Chen ◽  
Ya-Ting Kuo
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Logistics Service ◽  
Antecedents And Consequences

PurposeThe purpose of this paper is to examine the relationship between competitive capabilities, including flexibility and collaboration between logistics service providers (LSPs) and their customers, and relationship quality, as measured by trust, dependence and commitment.Design/methodology/approachA total of 309 logistics managers were invited to participate in this study and structural equation modeling was performed to analyze the measurement and structural models.FindingsThe results show that both flexibility and collaboration positively influence trust and dependence. Moreover, dependence does not appear to influence commitment. Finally, the authors hypothesize and find that trust plays an important role in the research model and positively increase commitment.Research limitations/implicationsThe main limitation of this study is that this study used a cross-sectional survey approach to collect data on all research variables. Compared with longitudinal data, cross-sectional data might not be able to demonstrate completely the temporal sequence of the antecedents and consequences, which might result in spurious cause-effect inferences.Practical implicationsThe findings offer several important implications for LSPs. First, the findings imply that LSPs need to make their customers want to share useful information related to operations and logistics. Second, flexibility plays an important role in forming customers’ trust in logistics service industry.Originality/valueLittle research has been done on combining a resource-based view (RBV) and relationship marketing (RM) together in logistics service context. Therefore, this study advances the RBV and RM and adds value to the literature by demonstrating the applicability of the observed relationships among LSPs.

scholarly journals The Importance of Service Quality in Building Customer Satisfaction and Loyalty in the Service Industry: A Case Study of Hunky Dory Barbershop

2020 ◽  
Vol 11 (2) ◽  
pp. 79-89
Author(s):  
Muhammad Fakhrul Arifin ◽  
Hartoyo Hartoyo ◽  
Eva Z Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

The research aimed to see how the influence of service quality was on customer satisfaction and loyalty in Hunky Dory Barbershop. The research was an explanatory research. The sampling technique was done by giving questionnaires to random customers who came to Hunky Dory barbershop. Analysis applied Structural Equation Modeling-Partial Least Square (SEM-PLS) to see the relationship between variables of service quality, price perception, trust, customer satisfaction, and loyalty. The results show that all variables affect customer satisfaction and loyalty, except price perception. It does not affect satisfaction since customers do not consider price when they are satisfied with the service. There is a significant positive relationship between service quality and loyalty which shows that the higher the service quality is, the higher the loyalty will be.

Exploring customer loyalty following service recovery: a replication study in the Ghanaian hotel industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
George Oppong Appiagyei Ampong ◽  
Aidatu Abubakari ◽  
Majeed Mohammed ◽  
Esther Theresa Appaw-Agbola ◽  
John Agyekum Addae ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Industry ◽  
Service Recovery ◽  
Interactional Justice ◽  
Recovery Process ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Justice

PurposeThe study sought to assess the nexus between components of perceived justice and satisfaction, trust and loyalty with service recovery.Design/methodology/approachSurvey data were gathered from a sample of 300 clients from 8 midscale hotels in Ghana. Partial least squares structural equation modeling was used to test the hypothesized relationships.FindingsPerceived distributive justice has no effect on customer satisfaction with service recovery. Interactional justice had the greatest effect on customer satisfaction with service recovery. No significant relationship was found between procedural justice and trust. Also, trust had a significant effect on loyalty post-service recovery.Research limitations/implicationsEmpirical data were taken from one service industry; thus, it is reflective of only that service industry, generalizations should be mindful of our context bounded results.Practical implicationsThe study offers suggestions for managers to leverage the dimensions of perceived justice in order to build trust and loyalty post-service failure. Hotels should treat customers with fairness and respect at every point of contact during the service recovery process. Reward based compensation should be offered to customers to build trust.Originality/valueThe study is among a few to assess service recovery and its link with loyalty from a developing economy context. The study revealed that perceptions of justice with service recovery influences customer loyalty and satisfaction post-service recovery and extend the understanding of service recovery in the Ghanaian hotel sector.

scholarly journals Pengaruh Store Atmosphere, Kualitas Produk, dan Kualitas Layanan terhadap Kepuasan Konsumen di Seniman Coffee Studio

2019 ◽  
pp. 1
Author(s):  
NI WAYAN GIANA KUSUMAWATHI ◽  
DWI PUTRA DARMAWAN ◽  
I G.A OKA SURYAWARDANI
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Direct Effect ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Rapid Development ◽  
Descriptive Analysis ◽  
Equation Modeling

Effect of Store Atmosphere, Product Quality, and Service Quality on Consumer Satisfaction at the Seniman Coffee Studio The rapid development of coffee shops in the Ubud sub-district is certainly the main competitors of the Seniman Coffee Studio to attract consumers. This research was conducted to determine the characteristics of consumers of Seniman Coffee Studio and the effect of store atmosphere, product quality, and service quality on consumer satisfaction at Seniman Coffee Studio. This study uses descriptive analysis and analysis of Structural Equation Modeling (SEM) through the Partial Least Squares (PLS) approach. The method of obtaining data in this study was through distributing questionnaires at Seniman Coffee Studio. The results of this study indicate that store atmosphere has a direct effect of 23.8% on customer satisfaction, product quality has a direct effect of 41% on customer satisfaction, and for service quality it also has a direct effect of 41.7% on consumer satisfaction at the Seniman Coffee Studio. Store atmosphere, both exterior and interior, at Seniman Coffee Studio needs to be improved, seeing its effect is smaller than the quality of the product and the quality service on customer satisfaction.

scholarly journals Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

2021 ◽  
Vol 14 (2) ◽  
pp. 282
Author(s):  
Teuku Meldi Kesuma ◽  
Mukhlis Yunus ◽  
M. Ridha Siregar ◽  
Abdul Muzammil
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Corporate Image ◽  
Equation Modeling ◽  
Internet Service ◽  
Customer Trust

<p class="5abstrak"><span lang="EN">Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. </span><span class="tlid-translation"><span lang="IN">Second, </span></span><span class="tlid-translation"><span lang="EN-US">this study </span></span><span class="tlid-translation"><span lang="IN">investigate</span></span><span class="tlid-translation"><span lang="EN-US">s</span></span><span class="tlid-translation"><span lang="IN"> the role of customer satisfaction and trust in mediating the service quality and</span></span><span class="tlid-translation"><span lang="EN-US"> corporate </span></span><span class="tlid-translation"><span lang="IN">image </span></span><span class="tlid-translation"><span lang="EN-US">effects </span></span><span class="tlid-translation"><span lang="IN">on customer loyalty in the context of ISP customers</span></span><span class="tlid-translation"><span lang="EN-US">. </span></span><span class="shorttext"><span lang="EN">By using the purposive sampling technique,</span></span><span lang="EN"> </span><span lang="EN-US">this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that </span><span lang="SV">customer satisfaction, customer trust, and loyalty were directly affected by</span><span lang="EN-US"> service quality and corporate image</span><span lang="SV">. Customer satisfaction and customer trust </span><span lang="EN-US">influenced</span><span lang="SV"> customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. </span><span class="jlqj4b"><span lang="EN">This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.</span></span></p>

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