The Influence Factors on Customer Satisfaction and Loyalty in Distribution: An Empirical Study on Sushi Tei Restaurant, Jakarta
1
조회
0
다운로드
1
인용
0
참고문헌
키워드
초록
Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.
Abstract
Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.
참고문헌 (78)
- Ab Hamid, N. R., "Dimensions of E-CRM : an empirical study on hotels' web sites", Journal of Southeast Asian Research, 2(11), pp.1~15 (2011)[DOI]
- Alim, S., "The influences of e-CRM on customer satisfaction and loyalty in the UK mobile industry", Journal of Applied Business and Finance Researches, 3(2), pp.47~54 (2014)
- Adler, E. S., "An Invitation to Social Research How It Has Done" (2014), Cengage Learning
- Akbar, M. M., "Impact of service quality, trust, and customer satisfaction on customer loyalty", ABAC Journal, 29(1) (2009)
- Al-Tit, A. A., "The effect of service and food quality on customer satisfaction and hence customer retention", Asian Social Science, 11(23), pp.129~ (2015)[DOI]
- Amant, K. S., "Globalization and The Digital Divide" (2016), Cambria Press
- Andrianto, F., "The Influence of Taste and Product Quality to Purchasing Decisions and Customer Satisfaction", Journal of World Conference (JWC), 1(1), pp.106~110 (2019)
- As'ad, H. A. R., "The impact of social media marketing on brand equity : An empirical study on mobile service providers in Jordan", Review of Integrative Business and Economics Research, 3(1), pp.315~ (2014)
- Annisa AUDITYA, "Netflix in Indonesia: Influential Factors on Customer Engagement among Millennials’ Subscribers", 유통과학연구, 19(1), pp.89~103 (2021), 한국유통과학회
- Babbie, E., "The Practice of Social Research" (2008), Wadsworth
- Bryman, A., "Social Methods" (2012), Oxford
- Buttle, F., "Customer Relationship Management : Concepts and Technologies" (2009), Elsevier
- Cargan, L., "Doing Social Research" (2007), Rowman &Littlefield Publisher
- Seong-Soo Cha, "The Effects of HMR Selection Attributes on Repurchase Intention by Shopping Channels", 유통과학연구, 16(3), pp.13~21 (2018), 한국유통과학회[DOI]
- Chaffey, D., "E-commerce & E-Business Management" (2011), Prentice-Hall
- "Shifting Japan, China is now Indonesia's second largest investor. Sino-Japanese Investment is Tight Competition (Geser Jepang, China kini Investor Terbesar Kedua RI. Investasi China-Jepang Bersaing Ketat)" (2020)[URL]
- Dorsey, J. R., "Economy: How Gen Z Will Change the Future of Business and What to do about it" (2020), Harper
- Dubey, A., "Impact of service quality on customer loyalty-A study on the telecom sector in India", IOSR Journal of Business and Management(IOSR-JBM), 18(2), pp.45~55 (2016)
- Durmond, K. E., "Nutrition for Foodservice and Culinary" (2004), John Wiley and Sons
- Edelstein, S., "Food, Cuisine and Cultural Competency for Culinary Hospitality, and Nutrition Professionals" (2020), Jones and Barlett
- Eroglu, S. A., "Atmospheric qualities of online retailing : A conceptual model and implications", Journal of Business research, 54(2), pp.177~184 (2001)
- Finne, Å., "The Evolution of Integrated Marketing Communications", pp.113~130 (2013), Routledge
- Fowler Jr, F. J., "The SAGE handbook of applied social research methods", pp.375~412 (2009)
- Fowler, F. J., "Survey Research Methods" (2009), Sage Publications
- Gamboa, A. M., "Customer loyalty through social networks : Lessons from Zara on Facebook", Business Horizons, 57(6), pp.709~717 (2014)[DOI]
- Goodwon, F., "The Infinite Mind "Taste"" (2000), Lichtenstein Creative Media
- Griffin, J., "Customer Loyalty: How to Earn it, How to Keep it" (2004), John Wiley & sons
- Gunn, S., "Globalization, Education, and Culture Shock" (2017), Routledge
- Haghighi, M., "Evaluation of factors affecting customer loyalty in the restaurant industry", African Journal of Business Management, 6(14), pp.5039~5046 (2012)[DOI]
- Hamid, A. B., "Managing ECRM Toward Customer satisfaction and Quality Relationship" (2019), Patridge Publishing
- Hanaysha, J. R., "Impact of social media marketing, price promotion, and corporate social responsibility on customer satisfaction", Jindal Journal of Business Research, 6(2), pp.132~145 (2017)[DOI]
- Harvey, M., "Research Methods for Nurses and Midwives: Theory and Practice" (2017), Sage Publications
- Hassan, R. S., "Effect of customer relationship management on customer satisfaction", Procedia Economics and Finance, 23(12), pp.563~567 (2015)[DOI]
- Hernon, P., "Delivering Satisfaction and Service Quality a Customer-Based Approach for Libraries" (2001), American Library Association
- Hill, N., "Customer Satisfaction:The Customer Experience through the Customer Eyes" (2007), Cotten Publishing
- Jha, S. A., "Social Research Methods" (2014), McGraw Hill Education
- Kalakota, R., "E-Business 2.0: Roadmap for Success" (2001), Addison Wesley Longman
- Kalman, B., "What is Culture?" (2019), Crabtree Publishing
- Kandampully, J., "Customer loyalty in the hotel industry: the role of customer satisfaction and image", International journal of contemporary hospitality management (2000)[DOI]
- Kheng, L. L., "The impact of service quality on customer loyalty : A study of banks in Penang, Malaysia", International journal of marketing studies, 2(2), pp.57~ (2010)
- Bui Thanh KHOA, "The Antecedents of Relationship Marketing and Customer Loyalty: A Case of the Designed Fashion Product", The Journal of Asian Finance, Economics and Business, 7(2), pp.195~204 (2020), 한국유통과학회
- Soeun Kim, "Strengthening Partnerships in Fair Trade Alternative Distribution Channels: A Case Study of Beautiful Coffee", 유통과학연구, 14(12), pp.43~51 (2016), 한국유통과학회[DOI]
- 김문섭, "항공서비스에 대한 고객만족이 거래지속의도에 미치는 영향에 있어서 성별의 역할", 유통과학연구, 14(10), pp.73~79 (2016), 한국유통과학회[DOI]
- Kim, H. J., "Service orientation, service quality, customer satisfaction, and customer loyalty : Testing a structural model", Journal of Hospitality Marketing & Management, 20(6), pp.619~637 (2011)[DOI]
- Kim, M., "Relationships among customer satisfaction, delight, and loyalty in the hospitality industry", Journal of Hospitality & Tourism Research, 39(2), pp.170~197 (2015)[DOI]
- Kim, C. M., "Social Media Campaigns: Strategies for Public Relations and Marketing" (2011), Routledge
- Kim, C. M., "Strategies for Public Relations and Marketing" (2016), Routledge
- 김종락, "The Impact of Service Quality on Customer Satisfaction, Service Value, and Store Loyalty in a University-Based Convenience Store", 유통과학연구, 11(5), pp.5~15 (2013), 한국유통과학회[DOI]
- Knight, J. B., "Quantity Food Production, Planning, and Management" (2000), Wiley
- Krishnaswamy, K. N., "Integration Of Principles, Methods and Techniques" (2020), Pearson Education
- Lam, A. Y., "The influence of internet-based customer relationship management on customer loyalty", Contemporary management research, 9(4) (2013)[DOI]
- Littlejohn, S. W., "Encyclopedia of Communication Theory" (2009), Sage
- Long, C. S., "Impact of CRM factors on customer satisfaction and loyalty", Asian Social Science, 9(10), pp.247~ (2013)[DOI]
- Martin, D., "The Japanese distribution system", European Business Review, 98(2) (1998)
- Mahoney, L. M., "Strategic Social Media: From Marketing to Social Change" (2017), John Willey & Sons
- Martins, J. M., "Consumer Demographics and Behavior" (2012), Springer
- Mehrabian, A., "An approach to environmental psychology" (1974), M. I. T. Press
- Menard, S., "Logistic Regression From Introductory to Advanced Concepts and Applications" (2010), Sage Publication
- Michaelson, D., "A Practitioner's Guide to Public Relations Research Measurement and Evaluation" (2010), Business Express Press
- Mihelis, G., "Customer satisfaction measurement in the private bank sector", European Journal of Operational Research, 130(2), pp.347~360 (2001)[DOI]
- Neuman, L. W., "Social Research Qualitative and Quantitative Approaches" (2006), Allyn and Beacon
- Parsad, C., "Role of In-Store Atmospherics and Impulse Buying Tendency on PostPurchase Regret", Journal of Business & Management, 25(1), pp.1~24 (2019)
- Payne, A., "Handbook of CRM: Achieving Excellence Customer Management" (2005), Butterworth Heinemann
- Quesenberry, K. A., "Marketing Media Strategy: Marketing, Advertising, and Public Relations in the Consumer Revolution" (2019), Rowman & Littlefield
- Quoquab, F., "Is Loyalty Dead:Marketing Strategies to Survive in The Saturated Telecommunication Market" (2016), Partridge Publishing
- Rod, M., "An examination of the relationship between service quality dimensions, overall internet banking service quality, and customer satisfaction", Marketing Intelligence & Planning (2009)[DOI]
- Rogers, L. E., "Encyclopedia of Communication Theory" (2009), SAGE
- Romano Jr, N. C., "Electronic commerce customer relationship management : An assessment of research", International Journal of Electronic Commerce, 6(2), pp.61~113 (2001)[DOI]
- Rozekhi, N. A., "The influence of food quality on customer satisfaction in fine dining restaurant : Case in Penang", International Academic Research Journal of Business and Technology, 2(2), pp.45~50 (2016)
- Santouridis, I., "Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece", The TQM Journal (2010)[DOI]
- Schneider, B., "Service Quality: Research Perspective" (2004), Sage Publications
- Şiriner, İ, "Globalisation:Dimensions & Impacts: Global Studies Vol. 1" (2011), IJOPEC Publication
- Stiff, J. B., "Persuasive Communication" (2002), The Guilford Press
- Mosab I. TABASH, "Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia", The Journal of Asian Finance, Economics and Business, 6(3), pp.225~234 (2019), 한국유통과학회
- Warrington, P. T., "Multichannel Retailing and Customer Satisfaction", International Journal Of E-Business Research (2007)[DOI]
- Wells, G. J., "Globalization" (2001), Nova Publisher
- Zikmund, W. G., "Customer Relationship Management: Integrating Marketing Strategy and Information Technology" (2003), John Wiley & Sons Inc
- Zakaria, I., "The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry : A case study", Procedia-Social and Behavioral Sciences, 129, pp.23~30 (2014)[DOI]
