Customers’ Perceived Fairness; Fast Food Chain Restaurants in Indonesia

Budiyanti, Hety; Patiro, Shine Pintor Siolemba

doi:10.22146/gamaijb.30136

Cited by 7 publications

(6 citation statements)

References 74 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The role of price in influencing consumers' attitudes, and in turn affecting customer behaviour, is normal in the restaurant business, despite differences in consumer experience under different circumstances. Price variations in the restaurant business tend to influence customer expectations, evaluation, and decision making (Bhattacharjee, Jahanshahi, Polas, Hossain, & Asheq, 2019; Budiyanti & Patiro, 2018; Namin, 2017; Raju, 2018). The third hypothesis suggests that price perception of Islamic restaurants influences customers' revisit intentions.…”

Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

View full text Add to dashboard Cite

The perception of halal is a serious concern for all Muslims worldwide. The majority of the population in Bangladesh are Muslims. Restaurants providing halal food are important as the religion advocates that Islamic principles and beliefs must be practised in all transactions. A sample of 317 Generation Z (Gen Z) respondents was selected from 10 halal restaurants in Dhaka, Bangladesh. Gen Z comprises anyone born between 1996 and 2010 who are usually tech‐savvy. Which factors motivate customers from this young generation to revisit halal restaurants? To answer this question, the study examined the direct impact of service quality, physical environment, and price perception on their revisit intention, and tested the indirect effects of these three factors based on customer satisfaction, using Smart PLS 3.0 to test the research hypotheses. The findings confirmed a positive and significant relationship between service quality, physical environment, and price perception with revisit intention. The analysis also confirmed that customer satisfaction mediates the relationship between physical environment and price perception with customer revisit intention. However, the study did not establish any relationship in the mediation role of customer satisfaction with service quality and customer revisit intention. This study contributes to the existing body of knowledge by highlighting the importance of each factor in the hotel and hospitality sector. Its application in the hospitality business and implications for future research are also discussed.

show abstract

Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

View full text Add to dashboard Cite

show abstract

“…In terms of this, when the product fails to live up to expectations (its characteristics don't match the description provided on the website), buyers will be disappointed with the company's service because it will have failed to fulfill the "promise" to send the product with the description provided on the website. The other aspects of service quality, such as the speed of delivery, timeliness, and customer service efforts to help resolve customers' problems, can also play a great role in determining whether the companies value theirs customers or not (Budiyanti and Patiro 2018;Wilson and Christella 2019). Bad or negative service quality can be perceived as a sign that the company doesn't value or it "neglects" its customers, and vice versa.…”

Section: Introductionmentioning

confidence: 99%

The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis

Wilson

Keni

Tan

2019

GADJAH MADA INT. J. BUS.

View full text Add to dashboard Cite

The purpose of this study is to examine and understand the effect of website design quality and service quality toward consumers’ repurchase intention in the Asian, European, American, and Australian e-commerce industry. This research implemented survey method, in which questionnaires were chosen as instruments for data collection. A total of 1000 questionnaires were electronically distributed to the respondents across four continents, in which a total of 869 were deemed usable. Out of 869 questionnaires, a total of 200 questionnaires collected from respondents living in the Asian continent, 189 questionnaires collected from respondents living in the American continent, 243 questionnaires collected from respondents living in the European continent, and 237 questionnaires collected from respondents living in the Australian continent. This research implemented PLS-SEM method to analyze and generate findings from the data. Based on the results generated from the analysis of the data, it could be concluded that in the Asian, Australian, and European continents, service quality played a more important and significant role in affecting consumers’ repurchase intention in the e-commerce industry compared to website design quality. In contrast, the results generated in this research also concluded that website design quality played a more important role in affecting consumers’ repurchase intention in the American e-commerce industry. Furthermore, customer satisfaction mediated the relationship between website design quality and service quality toward consumers’ repurchase intention in the Asian, Australian, European, and American e-commerce industry.

show abstract

“…Research on fairness and discrete emotions suggests a basic model of the relationships among events, justice perceptions and emotions: events lead to justice perceptions and justice perceptions to emotions. Existing research on emotions and fairness relates mainly to outcomes (e.g., Virgolino et al, 2017) or events with both distributive and procedural aspects (e.g., Budiyanti & Patiro, 2018;Yadav & Yadav, 2016). Despite the paucity and limitations of existing research, it provides a foundation for predicting the relationship between emotions and fairness.…”

Section: Organizational Justice and Emotionmentioning

confidence: 99%

“…Additionally, happiness is included in other studies of emotion and fairness (Belén, Vázquez-casielles, & Díaz-martín, 2009;Krehbiel & Cropanzano, 2000). Fairness and justice study in restaurant context also showed the importance of ditributive, procedural, and interactional justice for customers in assesing their needs and satisfaction (Budiyanti & Patiro, 2018). In this study we use happiness as one of the discrete positive emotion.…”

Section: Organizational Justice and Emotionmentioning

confidence: 99%

“…We only focus on the effect of organizational justice on positive emotions in our study. We considered this due to researches conducted previously by Cohen-Charash and Spector 2002; ; Cassar and Buttigieg (2015); and Budiyanti and Patiro (2018), which show that positive emotion has the greatest impact on satisfaction. A8 Why don't author test the mediating effect of positive emotion?…”

mentioning

confidence: 99%

See 1 more Smart Citation

Organizational justice perception of Indonesia civil servants, does it matter?

Budiyanti

Patiro

Nurman

2018

jeb

Self Cite

View full text Add to dashboard Cite

The purpose of this research is to examine the influence of organizational justice to positive emotion of civil servants in south and central Sulawesi Province which impact their job satisfaction. Organizational justice consists of distributive justice, procedural justice, and interactional justice. We propose that the perception of organizational justice by civil servants on these two provinces will influence the formation of positive emotion which will impact their job satisfaction. This study provides a guidance to civil servants at leadership level to design a form of justice which influence positive emotions that have an impact on the work satisfaction of their subordinates. The subject on this research are civil servants employees in South and Central Sulawesi Province area. Purposive sampling method is employ with 400 respondents as sample requirement and 350 questionnaires were returned which made the response rate of 87.5 percent. Data is analyze using Structural Equation Modelling (SEM) with two phase approaches, namely: calculation model and structural model. The results demonstrate that organizational justice has the ability to explain and predict positive emotion. Furhermore, positive emotion has the ability to explain and predict job satisfaction for civil servants employees in South and Central Sulawesi Province. Interactional and procedural justice are significantly influencing positive emotion with interactional justice has the largest influence in positive emotion. While distributional justice has no significant influence on positive emotion.

show abstract

Customers’ Perceived Fairness; Fast Food Chain Restaurants in Indonesia

Cited by 7 publications

References 74 publications

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis

Organizational justice perception of Indonesia civil servants, does it matter?

Contact Info

Product

Resources

About