Customer Satisfaction toward Online Purchasing Services: Evidence from Small &amp; Medium Restaurants

Lu, Carol Y.; Suhartanto, Dwi; Gunawan, Arie Indra; Chen, Brendan T.

doi:10.35313/ijabr.v2i01.89

Cited by 23 publications

(11 citation statements)

References 32 publications

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“…Satisfaction will lead to loyalty. It is in line with the opinion which states that customer satisfaction is the most important key when the company has a goal to build long-term relationships with consumers (Lu et al, 2020).…”

Section: Customer Perspectivesupporting

confidence: 84%

“…In the last few decades, the concepts of customer satisfaction and service quality have become two things to be considered in many marketing activities (Mahamad & Ramayah, 2010). Both of them are proven to exist in various service sectors, including banking, where service quality is a driver of customer satisfaction (Lu, Suhartanto, Gunawan, & Chen, 2020). Customer loyalty is created as a result of good relationships with consumers, which generally comes from satisfaction.…”

Section: Religiosity Trust and Loyaltymentioning

confidence: 99%

See 1 more Smart Citation

Millennial Experience in Islamic Banking: A Comparative Study between Clients and non-Clients

Pujianti¹,

Tran²,

Novianty³

2021

IJABR

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This study examines factors affecting millennial loyalty to Islamic banks, from the perspective of both customers and non-customers. It employed the quantitative method and was assessed with an exploratory-descriptive approach. The study was conducted in Bandung by distributing questionnaires to 200 non-customers and 200 customers of Islamic banks who were between 19-39 years old. Partial Least Square analysis was employed to evaluate the data. The results show that the exploratory-descriptive approach is able to provide complete information about the customer and non-customer loyalty toward Islamic banks. This research underlines that service quality is a significant factor in building customer loyalty while opinion leader is an influencing factor for non-customer loyalty. The study, then, provides guidelines for banking management to improve service quality and to develop marketing strategies using opinion leaders. Besides, it is also advisable for the managers to adjust themselves to the latest trends and millennials lifestyles.

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Section: Customer Perspectivesupporting

confidence: 84%

Section: Religiosity Trust and Loyaltymentioning

confidence: 99%

Millennial Experience in Islamic Banking: A Comparative Study between Clients and non-Clients

Pujianti¹,

Tran²,

Novianty³

2021

IJABR

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“…A factor that is affecting customers' preference is the restaurant's quality (Jalilvand et al, 2017). Previous studies have analyzed and categorized restaurants' quality in some sectors such as food quality (Yi et al, 2018;Lu, Suhartanto, Gunawan, & Chen, 2020), service quality (Lee, Khan, Ha, & Ko, 2018), and physical environment quality (Shamah et al, 2018). In the parameter of food quality, someone will buy high quality and fresh foods for consumption (Savelli et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

Untitled

2020

IJABR

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Recent research discusses the need for a better understanding of customer perceptions about ethnic restaurant attributes such as qualities and values in influencing the process of customer loyalty and ethnic restaurant competitiveness. This study aims to analyze the importance of quality and value in influencing loyalty in ethnic restaurants. The sample in this study are 210 respondents who visit ethnic restaurants twice in the past month. Data are collected using questionnaire survey which was done in around Bandung Raya. The analysis technique used is the Structural Equation Model with Partial Least Square. The results showed that the quality of ethnic restaurants such as food quality and physical environment quality directly influence loyalty. Meanwhile, service quality has an indirect effect on loyalty through value. Then, price value and emotional value directly influence loyalty. This study provides a better understanding of scholars and managers in ethnic restaurants about restaurant quality, value, and loyalty. This study suggests that the quality of ethnic restaurants, such as food quality, service quality, and physical environment quality can be valuable indicators for increasing values and loyalty, as well as being an attractive marketing strategy for the preferences of different market segments for ethnic restaurant experiences.

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“…In other words, it is imperative that marketers have a clear understanding of customer preferences, expectations, attitudes and behaviors to not only at the product design/development, to offer effective promotions, and to analyze the effectiveness of those activities (Alalwan et. al., 2017;Lu et. al., 2020).…”

Section: Introductionmentioning

confidence: 99%