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All Journal Manajemen Bisnis Kompetensi Ilmiah Manajemen Bisnis Manajemen Krida Wacana International Journal of Supply Chain Management EQIEN - JURNAL EKONOMI DAN BISNIS Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Devotion: Journal of Research and Community Service Jurnal AKAL: Abdimas dan Kearifan Lokal Jurnal Manajemen dan Pemasaran Jasa Dirkantara Indonesia
Robert Kristaung
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Religion Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Environmental Science Industrial & Manufacturing Engineering Public Health Social Sciences Transportation

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Journal : Devotion: Journal of Research and Community Service

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Effect Of Product, Distribution And Service Quality on Customer Loyalty Through Customer Satisfaction At Indonesian Marketplace Andri, Primadi; Jasfar, Farida; Kristaung, Robert
Devotion : Journal of Community Service Vol. 3 No. 4 (2022): Devotion : Journal of Community Service
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/dev.v3i4.122

Abstract

Since in online business must involve a reliable marketing strategy to be able to compete in cyberspace to satisfie and growing customers’ loyalty when the transaction is done without meeting face to face with prospective customers or see the product in person. The objectives of this research are (1) to analyze the relationship of positive product quality, distribution, service quality, on customer loyalty. And the relationship of positive product quality, distribution and service quality on customer loyalty through customer satisfaction simultaneously; (2) to identify the factors that influence customers to choose a marketplace in Indonesia; (3) to analyze the needs and expectations of early consumers. This research was conducted using a survey method. Data were collected using a questionnaire tool with Structural Equation Modeling (SEM) analysis. The sampling technique used the purposive sampling method by taking 400 respondents from the top five marketplace customers in Indonesia. The results indicate that the number of visits and online transactions in the top five marketplaces in Indonesia has changed from previous research data. There is no significant effect of product quality on customer loyalty. However, after re-testing by removing outlier data, there is a significant positive effect of product quality on loyal customers. There is a significant effect of product quality and service quality on customer satisfaction. There is no significant effect of distribution on customer loyalty and customer satisfaction. In addition, there is a significant effect of service quality and customer satisfaction on customer loyalty.
Antecedent and Consequences of Customerelight: A Study at Fine Dining Restaurant in Indonesia Aryani, Budi; Djasfar, Farida; Kristaung, Robert; Warsinda, Lucy
Devotion : Journal of Community Service Vol. 3 No. 4 (2022): Devotion : Journal of Community Service
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/dev.v3i4.125

Abstract

This study is to analyze the role of customer delight in mediating the effect of experiential value on Word of Mouth (WOM) on customers of fine dining restaurants in Indonesia. Questionnaires were distributed using purposive sampling technique in order to obtain a sample of 250 respondents. The research data were analyzed statistically descriptive using the Partial Least Square (PLS) method. The results of the study found that experiential value variables supported by the dimensions of customer escapism, food and beverage excellence and customer efficiency showed a positive influence on customer delight and on WOM. The experiential value variable which is supported by the dimensions of food and beverage excellence has an effect on WOM if mediated by customer delight variable , experiential value variable which is supported by customer escapism dimension also affects WOM when mediated by customer delight variable. The originality of this research lies in the experiential value variable with dimensions of aesthetic experience, and service excellence turns out to have an effect on customer delight or on WOM, customer delight as a mediating variable has no effect on the dimensions of aesthetic experience, service excellence and customer efficiency on WOM. This research is limited only to fine dining restaurants. The managerial implication of this research is that experiential value can be increased through the beautiful appearance of food and beverage excellence accompanied by the appropriate temperature, the customer escapism strategy can be an attractive service alternative if it is equipped with a delightful touch.
Co-Authors A.A. Ketut Agung Cahyawan W Ali Djamhuri Andri, Primadi Aryani, Budi B Medina Nilasari Beta Oki Beliartati Denny Iskandar Tjandrawan Djasfar, Farida Faadiyah Nisa Farida Jasfar, Farida Henny Gunawan Iin Triyani Melitina Tecualu Miranti Anggorodhiyu Lokantari Murti SriHastuti Rayi Retno Dwi Asih Saparso Saparso Sri Vandayuli Riorini Warsinda, Lucy