The role of perceived vulnerability in restaurant customers’ co-creation behavior and repatronage intention during the COVID-19 pandemic

This study examines the antecedents of restaurant repatronage intention and the extent to which risk perception (i.e. perceived vulnerability) moderates the formation of that intention during the COVID-19 pandemic. Service fairness, trust, and co-creation behavior were investigated as the antecedents of restaurant diners’ repatronage intention formation process in the context of the COVID-19 pandemic. Using the data collected from people who had dined in a restaurant during the study period, a structural analysis was conducted with the Partial Least Squares method. The proposed model in the study explained a significant amount of the variance in the customers’ repatronage intention and partially supported the moderation effect of perceived vulnerability to COVID-19. The findings of the study contribute to advancing our knowledge of how the perceived vulnerability to COVID-19 leverages customers’ repatronage intention, which is affected by service fairness, trust, and co-creation behavior in the restaurant industry.

The Influence of Service Quality, Price, and Environment on Customer Loyalty in the Restaurant's Industry: The Mediating Role of Customer Satisfaction

The purpose of this research is to examine the influence of service quality (SQ), Price (P) and Restaurant Environment (RE) on customer loyalty (LOY), via the mediating role of customer satisfaction (SAT) in the context of the restaurant industry in the capital city of Pakistan (Islamabad). Five hundred questionnaires were distributed at various restaurants in a different location at Islamabad, and 385 were returned. Multiple Regression Analysis was used to test hypothesis relationships. The outcome of this research shows that SQ, Pand RE have a positive association with the SAT. In contrast, customer satisfaction also leads to customer loyalty. Moreover, customer satisfaction significantly mediates the association among SQ, P, RE, and customer loyalty. The restaurant operators need to consider that good quality of service, fairness in price, pleasant and attractive restaurant the environment can increase customer satisfaction, which often contributes to customer loyalty.

Riset Kepuasan Masyarakat terhadap Kantor Pelayanan Dan Perizinan dan Investasi di Kota Jambi

Licensing and investment services conducted by the Office of Licensing and Investment Services (KPPI) Jambi City has been satisfactory. Elements of satisfactory service are the suitability of service requirements, expertise and skills of officers, courtesy and friendliness of officers, fairness of costs, comfort of the environment, security of service, response in handling complaints, notices relating to decisions and provisions, ease of procedure, clarity and certainty of officers, discipline of officers, speed of service, fairness to obtain services, suitability of costs, accuracy of schedule, fairness according to rules, responsibility of officers, ease of obtaining information , while that includes the unsatisfactory official way of society in channeling aspirations. Based on the level of importance of service elements service procedures are the most important elements followed by the performance of officers, speed and accuracy of schedule, reasonable costs, comfort and most recently are supporting facilities.

Theorizing the moderating roles of perceived service fairness and self-congruence on the relationship between experiential marketing, customer citizenship behavior and brand loyalty

In such a fierce market competition, brand loyalty and the extent to which consumers participate in the corporate value chain cycle are even more important. At present, scholars’ research on customer behavior and brand loyalty are still relatively limited. Therefore, the purpose of this article is to use the subjective well-being and brand identity as the mediators, the perceived service fairness as the roles of moderating to explore the experiential marketing, probing into a relationship between the customer citizenship behavior and the brand loyalty to build a research framework as the basis for subsequent empirical research.

Analisis Kepuasan Masyarakat terhadap Pelayanan Publik Pemberian Izin Mendirikan Bangunan di Kota Jayapura (Suatu Studi di Dinas Penanaman Modal dan Perizinan Terpadu Satu Pintu)

This studi aims to analyze the Public Satisfaction of Public Service Providing IMB in Jayapura City. Researchers analyzed using 14 indicators based on the KEPMENPAN regulation Number 25 of 2004 concerning Guidelines for Preparation of Comunnity Satisfaction Index consisting of service procedure, service requirements, clarity of service officers, discipline of service officers, responsibility of officers, ability of officers, speed of service, fairness of service, courtesy and friendliness of staff, the fairness of costs, certainty of costs, certainty of schedule, comfort of the environment and security of service. As for the type of research used is descriptive research with a qualitative approach. The results showed that 14 indicators of SMIs used 5 of them identified the quality of public services in the DPMPTSP Jayapura City including service requirements, service ability, speed of service, certainty of schedule and comfort of the service environment. For this reason, there is still a need to improve and improve the quality of public services in DPMPTSP Jayapura City.