Integration Expectation Confirmation Theory and AISAS Model in Coffee Shop Repurchase Intention

Juliana, Juliana; Beanardo, Marchell Felix; Hering, Jessica Nethania; Jennifer, Irene; Ricky, Ricky

doi:10.33096/jmb.v8i2.788

Cited by 3 publications

(4 citation statements)

References 32 publications

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“…(Oliver, 1980) Figure 1 depicts the association between factors in ECT. ECT is frequently employed in consumer behaviour and service marketing literature to investigate customer satisfaction and post-purchase behaviour (Oliver, 1980;Lee & Kim, 2020;Juliana et al, 2021;Oh et al, 2022). According to Oliver's expectation confirmation theory, users' continuous intention is driven by their usage experience and cognitive assumptions, which are influenced by expectation confirmation.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Because ECT has been used to study the restaurant industry many times (Lee & Kim, 2020;Juliana et al, 2021;Oh et al, 2022), this paper wants to compare customers' quality expectations for Nasi Kandar restaurants that may be affected by the businesses' services after the Covid-19 outbreak. Customers can determine how their expectations are met through onthe-spot observation before purchasing from a restaurant.…”

Section: Expectation Confirmation Theorymentioning

confidence: 99%

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Shortage of Employees At Nasi Kandar Restaurant in Penang: Expectations and Customer Satisfaction

Nasoruddin,

Saber,

Salim

et al. 2024

IJARBSS

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Several Nasi Kandar establishments have hired foreign workers. Since the COVID-19 outbreak, many foreign workers have returned to their respective countries of origin. However, only a small number returned after the pandemic subsided and the government began allowing reentry into the country. According to the President of Indian Muslim Community Organization Malaysia (iMcom), Mohamed Rizwan Abdul Ghafoor Khan, the number of workers in Nasi Kandar restaurants had already been reduced to 20,000 prior to the outbreak of the COVID-19 pandemic. iMcom has tried to recruit local people, but their response to work in this field has yet to be well received, even though they offer reasonable wages and other benefits. The operator of Nasi Kandar Restaurant began to worry that they may need help to achieve the level of quality needed to satisfy customers. This study aims to see whether quality attributes affect consumer satisfaction with Nasi Kandar restaurants by relying on Expectation Confirmation Theory (ECT) as the basis of this research. This paper will uncover some of the three factors related to this area: food, service, and ambience. Three hundred eighty-four questionnaires were distributed, answered, and collected from the Georgetown area in Penang and then analysed using descriptive statistics. This paper uncovers that all three variables that have been tested affect the level of satisfaction of customers who evaluate each Nasi Kandar restaurant they dine. This paper can give an impression to Nasi Kandar restaurant operators that the quality of food, service and ambience are essential in their operations to satisfy customer expectations. This paper suggests that Nasi Kandar restaurant operators must be more creative and innovative in their operations to be more competitive with other modern restaurants.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Expectation Confirmation Theorymentioning

confidence: 99%

Shortage of Employees At Nasi Kandar Restaurant in Penang: Expectations and Customer Satisfaction

Nasoruddin,

Saber,

Salim

et al. 2024

IJARBSS

View full text Add to dashboard Cite

show abstract

“…Therefore, it is crucial for company to prioritize efficient customer experience to enhance customer satisfaction, as satisfied customers are considered invaluable assets to the company (Pérez-Morón et al, 2022). In today's increasingly competitive market environment, customer satisfaction, purchase desires, and giving them a pleasant experience are vital to ensuring business sustainability (Juliana et al, 2021). Companies should continually develop themselves to be a final trigger point for buying.…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Linked Factor of Customer Satisfaction and Loyalty in F&B Industry: A Study of Operational Performance Factor

Cheng,

Cheah,

Jimenez

et al. 2024

IJTHAP

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The focus of this research is to investigate how operational performance affects customer satisfaction and loyalty in the food and beverage industry. Starbucks has been selected as this research object. Conducting a survey and referring to other studies of journals and articles to support the assisting data are the research methods employed. According to the research results, 71 % of respondents are pleased with current Starbucks services and products. The studies also revealed that the majority of customers had heard of Starbucks on social media. The study’s findings reveal that operation success is significantly linked to customer satisfaction. Customer satisfaction has been described as a significant mediator between service quality and customer loyalty. Having a clear understanding of the hypothesized relationship in the study encourages Starbucks to figure out the best action to gain or increase customer loyalty by providing good service quality to build a loyal customer base and customer satisfaction.

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“…Hasil penelitian ini sesuai dengan penelitian yang dilakukan oleh Nangi (2015) menyatakan bahwa brand image berpengaruh poitif dan signifikan terhadap niat membeli kembali terhadap suatu produk. Temuan serupa juga diungkapkan melalui beberapa hasil penelitian yang menunjukkan bahwa brand image berpengaruh positif dan signifikan terhadap repurchase intention Huang (2019), Ekaprana (2018) dan Aeni & Ratnasari (2021) serta Juliana (2021).…”

Section: Peran Brand Image Memediasi Celebrity Endorser Terhadap Repu...unclassified

Peran Brand Image Memediasi Pengaruh Celebrity Endorser Terhadap Repurchase Intention

Melzica

Wardana²

2022

EEB

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Celebrity endorsers are one of the factors that influence a person's intention to buy or reuse (repurchase intention) a product or service. The use of celebrity endorsers in promotions can increase repurchase intention. This study wants to explain the role of brand image in mediating celebrity endorsers on repurchase intention. This research was conducted in Denpasar City involving 80 respondents. The data collection method used is purposive sampling. Data was collected by distributing questionnaires containing statements related to celebrity endorser variables, brand image and repurchase intention. Furthermore, the data from the questionnaire collection was processed using validity and reliability tests to determine the feasibility and consistency of indicators in the questionnaire. In addition to validity and reliability tests, other tests were conducted, namely path analysis and Sobel test. The results showed that celebrity endorser had a positive and significant effect on repurchase intention. Meanwhile, brand image has a positive and significant effect on repurchase intention. So it can be said that to increase repurchase intention, it can be done by increasing the use of celebrity endorsers and growing a good brand image.

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Integration Expectation Confirmation Theory and AISAS Model in Coffee Shop Repurchase Intention

Cited by 3 publications

References 32 publications

Shortage of Employees At Nasi Kandar Restaurant in Penang: Expectations and Customer Satisfaction

Shortage of Employees At Nasi Kandar Restaurant in Penang: Expectations and Customer Satisfaction

The Linked Factor of Customer Satisfaction and Loyalty in F&B Industry: A Study of Operational Performance Factor

Peran Brand Image Memediasi Pengaruh Celebrity Endorser Terhadap Repurchase Intention

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