PENGARUH KUALITAS LAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Klinik dr. Sumakto, Sp. A(K) di Malang)

Kanthi, Yekti Asmoro; Suharyono, Suharyono; Kumadji, Srikandi

doi:10.21776/ub.profit.2016.010.01.4

Cited by 3 publications

(2 citation statements)

References 3 publications

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“…Store Atmosphere and SERVQUAL Store atmosphere can be a more reason for consumers to be interested and choose where they will visit and buy. In addition to making differentiation from other cafes, the creation of an adequate store atmosphere can provide its satisfaction to consumers (Asmoro Kanthi, Suharyono, & Kumadji, 2016). So far, parietal needs to realize the importance of store atmosphere to create a shopping experience, which in turn gives consumers satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

Store Atmosphere, SERVQUAL and Consumer Loyalty

Purwadi

Devitasari

Darma

2020

SJOM

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Purpose- With competitors, making business people must continue to evaluate the marketing strategy carried out and understand consumer behavior, especially from the coffee shop. The study aims to present the relationship between Store Atmosphere, SERVQUAL, and Consumer Loyalty in Excelso (Big Mall, Samarinda City). Design/Methodology- We conduct online surveys (instrumental social networking sites). The sample of this study was based on purposive sampling. There were total 98 participants. The study hypotheses were assessed with the OLS model. Findings- We find that there is a significant positive effect of the Store Atmosphere variable on SERVQUAL and SERVQUAL on Consumer Loyalty. Meanwhile, the relationship between Store Atmosphere and SERVQUAL variables is positive-insignificant. Practical Implications- With this study, it can create a sense of curiosity to conduct further research, namely by holding interviews or distributing a broader questionnaire to obtain maximum results.

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Section: Literature Reviewmentioning

confidence: 99%

Store Atmosphere, SERVQUAL and Consumer Loyalty

Purwadi

Devitasari

Darma

2020

SJOM

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“…A atmosfera adequada de uma loja motiva os indivíduos a visitarem e comprarem no estabelecimento, podendo fornecer satisfação aos mesmos e, consequentemente, lealdade à marca (Asmoro et al, 2016;Francioni, et al, 2018;Purwadi et al, 2020). Assim, reconhecendo este fator como forma de atrair e reter o cliente, a melhoria do espaço de compra tem sido um objetivo perseguido por profissionais de marketing (Kivioja, 2017) que, por meio do ambiente, buscam fornecer valor durante a compra do consumidor, causando diversos efeitos emocionais (Mowen & Minor, 2008) a partir de estímulos multissensoriais que são captados pelos sentidos da visão, audição, olfato e tato (Kotler, 1973).…”

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O Odor do Café e a (In)Congruência da Atmosfera de Loja

Lira,

Costa,

Silva

2023

Rev. Ciênc. Admin.

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Esse estudo buscou investigar a relação entre o odor do café em atmosferas (in)congruentes de loja e a intenção de recomendação do ambiente pelo consumidor. Para tanto, foi realizada uma pesquisa de natureza quantitativa e de caráter causal, com desenho experimental fatorial (2x2), com designs de grupos independentes (between subject), por meio de um estudo experimental em laboratório, com 201 participantes divididos aleatoriamente em quatro cenários de manipulação. Constatou-se que a simples associação do ambiente com o café trouxe respostas positivas dos consumidores em relação à atmosfera de loja. Assim, quando a atmosfera de loja é congruente com o cheiro do café, indivíduos possuem maior intenção em recomendá-la, independentemente da existência do odor do café no ambiente. No entanto, se a atmosfera é incongruente com tal cheiro, ainda que o odor do café esteja presente, as intenções de recomendação serão menores. A originalidade dessa pesquisa se dá na identificação de que, uma vez que a atmosfera de loja seja congruente com o cheiro do café, indivíduos terão maior intenção em recomendá-la, independentemente da existência do odor no ambiente. Tal achado é inédito, contribuindo para a reflexão no campo de estudo sobre congruência e odor na atmosfera de loja. Deste modo, fornecemos evidências que são úteis no design de atmosfera de lojas de varejo, reforçando a importância de obter um ambiente congruente com as percepções do consumidor sobre ele.

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The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences

Samsa

2023

MMI

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experiences, leading to greater loyalty, repeat business and positive word-of-mouth. To create these experiences, companies adopt a customer-centric approach that involves understanding their customers’ needs, preferences and behaviours and using this information to design and deliver experiences that exceed their expectations. This approach requires moving away from traditional product-centric or sales-oriented strategies and instead places the customer at the centre of the company’s operations and decision-making processes. From a customer-centric perspective, meeting customer expectations in customer experiences is very important in shaping customer perceptions, attitudes and behaviours. From an experience-based perspective, a study was designed by taking into account the expectancy-affirmation theory, which is a psychological model that explains how customers evaluate their satisfaction with a product or service based on their expectations and perceptions of the experience, and a psychological theory that predicts that meeting customers’ expectations from their experiences may lead to a change in customer behaviour. The study examined the mediating role of firm prestige in the relationship between the perceived quality of customer experiences and customer behaviour intention. For this purpose, data were collected from 230 participants who had cafeteria experience through a questionnaire. The collected data were increased to 5000 by bootstrapping (derivative sampling) through the PLS-SEM algorithm. The study found that store prestige partially mediated the relationship between perceived experience quality and behavioural intention (customer satisfaction/loyalty) but did not mediate the relationship between food quality and behavioural intention (customer satisfaction/loyalty). The study also found that store prestige mediated the relationship between atmosphere quality and service quality, and behavioural intention (customer satisfaction/loyalty). Subsequently, cafeteria management policies should prioritise atmosphere and service quality. These factors directly impact the store’s prestige, leading to customer satisfaction and loyalty.

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PENGARUH KUALITAS LAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi pada Klinik dr. Sumakto, Sp. A(K) di Malang)

Cited by 3 publications

References 3 publications

Store Atmosphere, SERVQUAL and Consumer Loyalty

Store Atmosphere, SERVQUAL and Consumer Loyalty

O Odor do Café e a (In)Congruência da Atmosfera de Loja

The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences

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