Model For Measuring Customer Satisfaction And Delight In Restaurant Industry

Abstract

The purpose of the study was to analyze the effect of brand value, brand credibility, arousal, brand love, online buying on delight and the effect of delight on intention to book a restaurant. The population of this study were restaurant customers in Indonesia, with the sample of 250 respondents collected by online questionnaires using nonprobability sampling technique with convenience sampling—data analysis run by PLS-SEM. Overall, the results of this study are descriptive statistical analysis. This study also offers other areas that deserve more research from the perspective of practitioners and researchers. The results showed that Arousal, Brand Credibility, Brand Love, Brand Value had a positive effect on Intention to Bookrestaurants through the variable of Delight. In contrast, online purchases have no effect on Delight or the hypothesis is not supported because customers feel doubtful and dissatisfied with online purchasing services and still feel afraid due to the occurrence of many frauds in online purchases.

Factors Influencing Visitor Satisfaction and Revisit Intention in Lombok Tourism: The Role of Holistic Experience, Experience Quality, and Vivid Memory

“…The questionnaire employed a Likert scale where respondents were asked to indicate their level of agreement with given statements from 1 (strongly disagree) to 5 (strongly agree), as previously suggested. This scale was used to measure several indicators including: Holistic Experience indicators to assess the overall impression [3,44,45]; Experience Quality indicators to evaluate specific aspects of the quality [5,46,47]; vividness of memory indicators to determine recollection [20,36,48,49]; Wow Tourism indicators to identify memorable experiences [21,41,50,51]; Visitor Satisfaction indicators to evaluate fulfillment [33,[52][53][54][55]; and revisit intention indicators to gauge willingness to return [56][57][58][59]. All measurement scales employed had been used in prior published work and demonstrated established validity and reliability.…”