Antecedents Of Customer Satisfaction Research Articles

Unravelling the Nexus Between Antecedents of Customer Satisfaction and Innovative Service Acceptance in Restaurants

ABSTRACT This study examines the effects of ambient conditions, food hygiene, standardization, and customer satisfaction on customer innovative service acceptance. The quantitative study draws upon data from 750 valid questionnaires completed by restaurant customers. The researchers applied partial least square-structural equation modeling (PLS-SEM) using Smart PLS 4 to analyze the research model. A two-step method was followed to assess measurements and structural models. The salient PLS-SEM findings showed that ambient conditions, standardization, and food hygiene significantly affect customer satisfaction. Besides, the findings also acknowledged that customer satisfaction was mediating and significantly affected innovative service acceptance. This study has made a significant theoretical contribution to the innovative service literature by examining its antecedents in a single model and exploring the mediating role of customer satisfaction. The study’s findings indicate that restaurant managers should be concerned with innovative service and customer acceptance. The possession of innovative service expertise enables restaurants to offer distinctive and unforgettable experiences to their customers.

Creating Customer Loyalty Through Antecedents of Customer Satisfaction at Hoka-Hoka Bento Fast Food Restaurants

The aim of this research is to understand the effects or consequences of perceived experience, perceived quality, perceived value, brand image, consumer satisfaction. Customer satisfaction and customer loyalty have been studied at Hokben. Participants in this study are people who buy and consume food from Hokben. This study uses a certain method in selecting a sample consisting of 157 individuals purposive sampling. The data was processed using the Lisrel structural equation model (SEM) method. The test results show that the hypothesis is accepted because the T-Value exceeds 1.96. That is, brand image has a positive effect on perceived value, perceived value has a positive effect on customer satisfaction, perceived experience has a positive effect on customer loyalty, brand image has a positive effect on customer loyalty and customer satisfaction has a positive effect on customer loyalty. Whereas in this study the results of Perceived experience have a negative effect on customer satisfaction, perceived quality has a negative effect on customer satisfaction, perceived quality has a negative effect on perceived value, brand image has a negative effect on customer satisfaction, perceived value has a negative effect on customer loyalty, because the value of T-Value which is less than 1.96

The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector

This study’s primary goal is to examine the elements that affect customer loyalty and satisfaction with Portuguese telecommunications. Indeed, customer loyalty and satisfaction are crucial factors in guaranteeing the success and expansion of the services sector. Furthermore, it aims to include customers’ privacy perceptions in a thorough model. A structured questionnaire was adapted from previous studies in the field, collecting a total of 357 valid responses. The suggested hypotheses were tested using multiple statistical techniques to assess the reliability and validity of the gathered data, culminating with path analysis through Structural Equation Modelling. The research results demonstrate that consumer loyalty is highly impacted by satisfaction. On the other hand, service quality significantly influences customer satisfaction, whereas trust and perceived value have a positive yet insignificant impact on this construct. Additionally, perceptions of privacy risk were found to affect customer trust positively and significantly. Considering that the data used for this analysis were collected exclusively in the Portuguese market, inferring the same findings in different countries should be made prudently. As this study only comprised of one of the perceived value dimensions, the results associated with this construct should also have that in mind.

Antecedents of Customer Satisfaction in Fine Dining Restaurants: Mediating Role of eWOM between Satisfaction and Brand Image

Antecedents of Customer Satisfaction in Fine Dining Restaurants: Mediating Role of eWOM between Satisfaction and Brand Image

Antecedents of Customer Satisfaction and Customer Retention in Outspan Hospital in Nyeri County, Kenya

The rate at which private hospitals are failing to satisfy and retain their customers is becoming a concern for hospital managers. Customer satisfaction and retention issues have affected most private hospitals leading to customer defection. For organizations to have a competitive edge over their competitors, they need to focus on customer satisfaction and retention to reduce customer defections. The general objective of the study was to evaluate the antecedents of satisfaction and retention of customers in Outspan Hospital in Nyeri County, Kenya. The study was guided by the Service Quality Gap Model. The study used a descriptive research design. 70 respondents acting as heads and deputies of the various departments of Outspan Hospital consisted of the target population. A census method was used hence the assumption of 70 respondents as the sample size. Structured questionnaires were used to collect data. Inferential statistics which included variance, and regression analysis were used to measure the existence of a relationship between the independent variables, and the dependent variables. The study findings established that three independent variables namely; service design, system usage, and customer switching cost were significantly associated with customer satisfaction and retention in Outspan hospital. Therefore, the management of Outspan Hospital should enhance customer satisfaction and retention based on key study recommendations. These recommendations include; improving the external appearance of the institution, focusing on improving complaints handling programs, improving utilization of self-service technology (SST), and retaining customers through switching barriers that provide customers with superior customer value.

Anteseden Kepuasan Pelanggan: Kualitas Pelayanan, Profesionalisme Kerja, Promosi

Abstract
 Background – for service companies such as banks, customer satisfaction is very vital and basically every company, especially service companies, always strive to improve customer satisfaction. High customer satisfaction can increase profits. For this reason, in this study, several factors are discussed which are antecedents of customer satisfaction. Objective - This study aims to analyze the effect of service quality, work professionalism, and service quality on customer satisfaction, either partially or simultaneously. Design / methodology / approach – the population in this study were customers of Bank Jatim Hospital Dr. Branch. Soetomo Surabaya with a total of 2,400 customers. The technique for determining the number of samples uses the Slovin formula and from a population of 2,400 customers, 96 customers are obtained as research samples. The sampling technique used random sampling with a lottery system. Data analysis was done by using multiple linear regression test. Findings – The results of the study show that service quality, work professionalism, and service quality affect customer satisfaction, either partially or simultaneously. Research implication – The results of this study can be used as a reference by companies, especially the banking industry to improve customer satisfaction by paying attention to antecedent factors in the form of service quality, work professionalism, and service quality. Limitations – The population of this research is limited to Bank Jatim, for generalization it is necessary to do research with a wider scope and involve several banks as the population.

Understanding how O2O service synergies drive customer continuance intention: a study of OTAs and hotels

ABSTRACT This study broadens the understanding of how online-to-offline (O2O) service synergy enhance customer satisfaction and further drive customer continuance intention. Drawing on the self-regulatory process, halo effect, and the O2O business model, this study is the first to investigate the interconnected relationship between online service quality and the perceived value of offline services in relation to online and offline satisfaction. The findings reveal that online service quality and the perceived value of offline services are crucial antecedents of customer satisfaction, resulting in increased customer continuance intention to use online services.

Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk

PurposePermeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all activities. The study seeks to explicate the antecedents and reverberation of customer satisfaction in the Indian retail banking sector.Design/methodology/approachTop six Indian private sector banks were selected based on market capitalization. Cross-sectional data from 460 retail bank customers were collected by employing a structured questionnaire and evaluated wielding structural equation modeling.FindingsThe study discerns seven antecedents of customer satisfaction, namely tangibility, reliability, empathy, responsiveness, assurance, perceived service innovation and bank reputation. The results unveil that assurance, bank reputation and perceived service innovation significantly escalate customer satisfaction, which further markedly accentuates customer loyalty. However, tangibility was the only dimension bearing an insignificant relationship. In addition, both perceived trust and perceived risk significantly moderate the association between customer satisfaction and customer loyalty in the model.Research limitations/implicationsIncorporation of merely private sector banks and considering cosmopolitans restraints generalization of findings to some extent. The study bespeaks essential determinants of customer satisfaction that might succor bank professionals to retain customers and ameliorate profitability.Originality/valueThere is a paucity of literature on “perceived service innovation” and “bank reputation” in the Indian banking scenario. Therefore, the study augments the literature by integrating aforesaid important constituents along with other antecedents and reverberation. Moreover, the study uses theoretical lens to anchor its hypotheses through a comprehensive conceptual model in the backdrop of Indian retail banking.

The Antecedents of Customer Satisfaction and Customer- Company Identification in Enhancing Halal Restaurant Loyalty: Halal Company Identity Perspective

The Antecedents of Customer Satisfaction and Customer- Company Identification in Enhancing Halal Restaurant Loyalty: Halal Company Identity Perspective

E-Grocery Retailing Mobile Application: Discerning Determinants of Repatronage Intentions in an Emerging Economy

ABSTRACT The study attempts to identify the influential antecedents of customer satisfaction and repatronage intentions in the context of e-grocery retailing through mobile applications. Literature survey based on qualitative thematic approach was adopted for the study. The reviewed articles were selected based on Critical Appraisal Skills Programme (CASP) framework. The model was subjected to reliability and validity determination through Confirmatory Factor Analysis (CFA). The hypotheses were tested through Structural Equation Modeling (SEM). SEM results revealed that out of the four proposed antecedents i.e. online tracking, design aesthetics, online rating & review, and perceived security risk, the initial three bear significant positive causal relationship with customer satisfaction. The existing study gives a perspective of e-grocery retailing based mobile applications in an emerging market, which is a departure from the past studies which are based on developed markets characterized by higher technology penetration and awareness amongst inhabiting populace.

Determinants of Customer Satisfaction and Its Implications on Word of Mouth in E-Commerce Industry: Case Study in Indonesia

The aim of this study is to analyze the effect of several antecedents of customer satisfaction in e-commerce industry, namely web design, time saved, product variety, and delivery performance, and their consequences on customer satisfaction and word of mouth. The investigation used purposive sampling with repeat buyers as criteria. 100 samples were eligible and feasible to test after validity and reliability are concluded. The results show that website design, time saved, and delivery performance are significantly influence on customer satisfaction. In the meantime, website design, time saved, and product variety were effect on word of mouth. In addition, the result also confirms the hidden role of customer satisfaction as intervening variable partially.

Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator

The purpose of this study is to analyze the influence of several antecedents of customer satisfaction in the online shopping industry, namely site design, time savings, product variation, and shipping performance, and its consequence on customer satisfaction and word of mouth. This study uses purposive sampling with repeat buyer criteria. 100 samples qualify and deserve to be tested after testing their validity and reliability. The results showed that site design, time savings, and delivery performance significantly affected customer satisfaction. Meanwhile, site design, time savings, and product variations affect word of mouth. In addition, the results also confirm the hidden role of customer satisfaction as a partial mediating variable. Thus, the market must increase the availability of products and services to increase customer satisfaction in order to increase word of mouth activities.

이동통신 이용자의 지각된 고객가치가 고객만족도 및 고객충성도에 미치는 영향: 고객자산가치 모형을 기반으로

Korean mobile communications service providers are switching their axis of competition towards the retention of their own customers. However, the theoretical framework and experience in the industry for customer relation management(CRM) which is necessary for customer retention is insufficient in this market. Considering these aspects, this study is to develop measurement items for CRM in mobile communication industry and to verify the causal relationship between items based on the framework of customer equity drives. 495 samples from online survey questionnaire were collected from smartphone users in terms of three types of customer value, satisfaction, and customer loyalty to the mobile service provider, and empirically tested using a structural equation modeling technique. The results show that the theoretical model of customer equity driver is also fitted into this industry and confirm the casual relationships between the constructs of the model. Customer value elements are antecedents of customer satisfaction and customer loyalty, customer satisfaction partially and fully mediate the impact of customer value elements on customer loyalty. However, differently from other industry such as airline or hotel industry, relationship value was revealed as the most important factor on satisfaction in mobile communication industry.

Determining customer satisfaction and loyalty from a value co-creation perspective

ABSTRACT In light of the recent developments in marketing theory, namely service-dominant logic and value co-creation, the development of customer satisfaction and customer loyalty deserves reconsideration to broaden the mostly firm-centric earlier approaches. We propose a framework that includes the contributions of co-creating actors and identification with the firm as antecedents of customer satisfaction and loyalty. This framework can be adapted to a context by defining a context-specific set of actors and their unique reciprocal relationships. Two quantitative studies conducted in the professional German soccer leagues demonstrate that multiple actors (event organizer, teams, and fans) roughly show the same effect on customer satisfaction. Moreover, identification has both direct and indirect (i.e. via customer satisfaction and perceived social actors’ contributions) influence on customer loyalty. The results imply firm activities have limited influence on customer satisfaction and loyalty. As a result, managers must identify strategies to facilitate value co-creation among all relevant actors.

Employee Quality Performance, Customer Orientation and Loyalty: Antecedent and Outcome of Customer Satisfaction

The objective of the current study is to assess the influence of employee quality performance, customer orientation as the antecedents of customer satisfaction and customer loyalty is the outcome of customer satisfaction of restaurant customer in the context of Bangladesh. The anticipated model aims to enhance the understanding of the influence of employee quality performance, customer orientation on customer satisfaction and consequential effect of customer satisfaction on customer loyalty. 295 customers were assessed with a self-administered questionnaire incorporating purposive judgmental sampling that is a non-probability sampling technique. A second-generation data analysis technique-structural equation modeling partial least square (SEM-PLS) was used to analyze the data and to test the hypothesized relationship. The result of the analysis showed a significant positive influence of employee quality performance and customer orientation on customer satisfaction. Moreover, customer satisfaction has been found having a significant positive relationship with customer loyalty. The study can help the management of the restaurants to realize the significance of employee quality performance and customer orientation on customer satisfaction as well as customer satisfaction on loyalty.

ANTECEDENTS OF ONLINE OJEK CUSTOMER LOYALTY (CASE STUDY OF STUDENT CUSTOMERS GO-JEK MEDAN)

This research is conducted to determine the level of customer loyalty influenced by the antecedents of customer satisfaction, the reasonableness of the price and quality of service, either directly or through customer satisfaction Go-Ride students in Medan. The unit of analysis of this study was individuals, namely female students from universities in Medan who had used Go-Ride. The method of determining the sample used purposive sampling method. Of the 298 data collected, 290 data were used as research samples and processed using the Lisrel 8.72 program. This research tests the quality of services with service quality indicators of a mass transport from the European Committee for Standardization which has never been used for motorcycle taxis. This study found that there is direct effect of antecedents of customer loyalty such as customer satisfaction and fairness of significant prices on Go-Ride student loyalty in Medan, while service quality has a significant indirect effect on Go-Ride student loyalty in Medan. This research has implications for a business start-up that must pay attention to the antecedents of loyalty, including customer satisfaction, fairness of price, and quality of service, and competitiveness will determine the sustainability of a start-up business because customers with businesses and businesses with businesses have mutually related relationships influence.

Risk and perceived value: antecedents of customer satisfaction and loyalty in a sustainable business model

In the contemporary economic environment, each company that succeeds in creating and offering value to its clients/consumers will be able to survive in the market and even record profit for the medium and long time – thus value represents a driving force for a sustainable business model. Considering the significant role of perceived value within strategic management, the main purpose of this research is to identify and test an adequate conceptual frame in order to study the value concept and its connections with satisfaction, loyalty and perceived risk in order to offer a proper management tool for monitoring the sustainability of an existing business. So, this study proposed and tested concepts in the context of the S.M.E. market in Romania. Results show that both risk and value play a significant role in influencing satisfaction and customer loyalty, thus, in the end, company bottom line.

Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany

AbstractSo far, management practitioners and scholars alike assume that raises in the contractual absolute maximum bandwidth of Internet connections increase the attitudinal bonds of customers with their access provider. The present study broadens this perspective: In a sample of up to 752 German-speaking Internet users with a wireline Internet access at home, it explores two relative speed characteristics of broadband connections as potential determinants of customer affinity with an access provider. The two reference-dependent aspects comprise customer quality experiences in terms of delivered transmission speeds (1) relative to the maximum down- and upload bandwidths as per customer contract, and (2) relative to speeds emphasized in advertisements of a consumer’s access provider. Furthermore, correlations are analyzed between the frequency with which customers use speed tests to check the quality of their wireline Internet connection and their attitudinal bonds with their access provider. Attitudinal bonding is broken down into customer satisfaction with the performance of the current wireline Internet access at home and propensity to churn at the earliest opportunity. Multivariate regression analysis reveals that the impression that advertised wireline access bandwidths are exaggerated compared to the speeds actually delivered and – to a lesser extent – the perception that the contractual maximum speed is reached only in a low share of a customer’s Internet sessions significantly decrease customer satisfaction and significantly increase customer inclination to churn. The effects of the two speed assessments are not independent of one another: Perceived speed exaggerations in a provider’s ads impair customer bonds less (more) strongly if the experienced share of Internet sessions with speeds below the contractual maximum bandwidth is high (low). More frequent speed testing reduces customer bonding, especially in case that advertised speeds of a customer’s provider are experienced as overblown. The results suggest that wireline Internet access providers can increase the attitudinal bonds with their customers by abstaining from emphasizing maximum speeds in their advertising, which customers rarely reach under standard everyday conditions.

Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases?

Retailers seek to utilize both online and offline purchase channels strategically to satisfy customers and thrive in the marketplace. Unfortunately, current multichannel research is deficient in answering what drives customers’ satisfaction, and consequently their loyalty, differently when customers purchase online versus at a physical store. This gap in knowledge can be a significant concern for retailers due to the negative impact of having dissatisfied customers on their bottom lines. Using a version of the American Customer Satisfaction Index (ACSI) model, we demonstrate several important purchase-channel differences in the antecedents of customer satisfaction and its subsequent effect on customer loyalty. Specifically, we show that when retail customers buy electronic goods online they view purchase value as a significant attribute in rating satisfaction, and are more satisfaction-sensitive when making repurchase decisions than when they purchase offline. On the other hand, the overall quality of the purchase experience and customer expectations are stronger drivers of customer satisfaction in the offline purchases. We provide evidence that these differences between the channels generally persist across customer demographics (gender, age, and education) and broader product categories, and we also discuss the specific contexts where they do not. Our work offers actionable guidance to retailers seeking to enhance customer satisfaction and loyalty across both the online and offline channels.

The impact of positive emotional experiences on eWOM generation and loyalty

PurposeThe purpose of this paper is to examine the role that positive emotional experiences play in the generation of electronic word-of-mouth (eWOM) and the influence both variables have, together with customer satisfaction and brand reputation, on customer loyalty in the context of hospitality services.Design/methodology/approachAn online survey has been conducted including customers of an important hotel chain in the holiday up-market segment. The study sample is composed of 878 customers from Germany and the UK. The model has been tested using partial least squares technique.FindingsResults indicate that positive emotional experiences have a positive effect on satisfaction, eWOM generation and company reputation. This study identifies the provision of emotional experiences as a powerful generator of positive eWOM in the hospitality context and it states that customer satisfaction, in itself, does not guarantee positive eWOM generation.Practical implicationsDesigning unique, tailor-made, memorable experiences can become a key element to increase loyalty and, particularly, to foster the generation of recommendations, that is positive eWOM, in the hotel industry.Originality/valueThe study makes a contribution on the antecedents of customer satisfaction, eWOM engagement and loyalty in the specific context of hotel services.