Service Effectiveness and Ease of Ordering on Customer Experience
Abstract
The modern restaurant industry is characterized not only by the successful delivery of quality food, but also by the ability to provide effective service. In order to increase customer experience, productive measures are needed to increase effectiveness. The purpose of this. study is to analyze the effectiveness of service and ease of ordering in order to improve the customer experience at Hai Di Lao Restaurant so that customer have intensity to come back again. This research uses quantitative methods using of 160 respondents of restaurant customers with purposive sampling techniques where the example criteria are customers who have visited the Restaurant at least 1 time a month. The results of this study prove that the higher service activities by the restaurant, the higher customers experience so that it can be implications for the intensity of customers returning to the restaurant. In future research, it is hoped that future research can consider using a larger sample, where a larger sample is more likely to generalize the findings. Businesses should invest in training programs to improve service effectiveness, ensuring that employees have the skills and knowledge necessary to deliver consistently high-quality service
Keywords
Full Text:
PDFReferences
Abdullah, D., Hamir, N., Nor, N. M., Jayaraman, K., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211–226. https://doi.org/10.6007/IJARBSS/v8-i17/5226
Abosag, I., Baker, T. L., Hall, K. L., Voulgari, A. D., & Zheng, X. (2017). Antecedents and consequences of liking in retail service relationships in China and Greece. International Business Review, 26(3), 566–578. https://doi.org/10.1016/j.ibusrev.2016.11.003
Abu-Salim, T., Mustafa, N., Onyia, O. P., & Watson, A. W. (2019). Gender in service quality expectations in hospitals: The role of cognitive and affective components. International Journal of Quality and Service Sciences, 11(4), 604–619. https://doi.org/10.1108/IJQSS-08-2018-0074
Adam, M., Ibrahim, M., Putra, T. R. I., & Yunus, M. (2023). The effect of e-WOM model mediation of marketing mix and destination image on tourist revisit intention. International Journal of Data and Network Science, 7(1), 265–274. https://doi.org/10.5267/j.ijdns.2022.10.00
Agapito, D., Mendes, J., & Valle, P. (2013). Exploring the conceptualization of the sensory dimension of tourist experiences. Journal of Destination Marketing and Management, 2(2), 62–73. https://doi.org/10.1016/j.jdmm.2013.03.001
Al-Msallam, S. (2015). Customer Satisfaction and Brand Loyalty in the Hotel Industry. International Journal of Management Sciences and Business Research. 4. 1-13.
Alada, K. C. O., & Castaño, M. C. N. (2019). The effects of restaurant attributes on customers’ emotions and loyalty. African Journal of Hospitality, Tourism and Leisure, 2019(Special Issue), 1–10. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85083773680&partnerID=40&md5=6797317c8c1fcec311703b0258beb6f0
Ali, F., Ryu, K., & Hussain, K. (2016). Influence of Experiences on Memories, Satisfaction and Behavioral Intentions: A Study of Creative Tourism. Journal of Travel and Tourism Marketing, 33(1), 85–100. https://doi.org/10.1080/10548408.2015.1038418
Allaway, A.W., Huddleston, P., Whipple, J. and Ellinger, A. E. (2011). Customer-based brand equity, equity drivers, and customer loyalty in the supermarket industry”, Journal of Product & Brand Management, Vol. 20 No. 3, pp. 190-204.
Altun, O., & Oney, B. (2017). Antecedents of Customer Satisfaction and Positive Word of Mouth in the Internet Banking Sector. International Journal of Economic Perspectives, 11(2), 982–989.
Álvarez, R. (2018). Association Between Customer Satisfaction and Service Expectations in Consumers of Tourism Sector Companies. International Journal of Advanced Research, 6(1), 1341–1350. https://doi.org/10.21474/ijar01/6357
Amin, M., Rezaei, S., Abolghasemi, M., & Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258-274. https://doi.org/10.1108/NBRI-01-2014-0005
Amron, A. (2018). The Influence of Brand Image, Brand Trust, Product Quality, and Price on the Consumer’s Buying Decision of MPV Cars. European Scientific Journal, ESJ, 14(13), 228. https://doi.org/10.19044/esj.2018.v14n13p228
Antón, C., Camarero, C., Laguna, M., & Buhalis, D. (2019). Impacts of authenticity, degree of adaptation and cultural contrast on travellers’ memorable gastronomy experiences. Journal of Hospitality Marketing and Management, 28(7), 743–764. https://doi.org/10.1080/19368623.2019.1564106
Bilgihan, A., Kandampully, J., & Zhang, T. (2016). Towards a unified customer experience in online shopping environments: Antecedents and outcomes. International Journal of Quality and Service Sciences, 8(1), 102–119. https://doi.org/10.1108/IJQSS-07-2015-0054
Breiby, M. A., & Slåtten, T. (2018). The role of aesthetic experiential qualities for tourist satisfaction and loyalty. International Journal of Culture, Tourism, and Hospitality Research, 12(1), 1–14. https://doi.org/10.1108/IJCTHR-07-2017-0082
Candra, Y., & Mayasari, H. (2017). Perceived Value Dan Perceived Quality Terhadap Ehavioral Intention Wisatawan Di Taplau Padang. UNES Journal of Social And Economics Research, 2(2), 143. https://doi.org/10.31933/ujser.2.2.143-149.2017
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-0104
Chinelato, F. B., de Oliveira, A. S., & Souki, G. Q. (2023). Do satisfied customers recommend restaurants? The moderating effect of engagement on social networks on the relationship between satisfaction and eWOM. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-02-2022-0153
Choudhury, D., & Bhattacharjee, D. (2018). Satisfaction an Antecedent of Word-of-mouth among Electronic Banking Users: A Study on Salaried Employees. Jindal Journal of Business Research, 7(2), 135–154. https://doi.org/10.1177/2278682118785800
Cossío-Silva, F. J., Revilla-Camacho, M. Á., & Vega-Vázquez, M. (2019). The tourist loyalty index: A new indicator for measuring tourist destination loyalty? Journal of Innovation and Knowledge, 4(2), 71–77. https://doi.org/10.1016/j.jik.2017.10.003
Davis, F. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. IT Usefulness and Ease of Use, 319-340.
De Edelenyi, F. S., Julia, C., Courtois, F., Méjean, C., Péneau, S., Galan, P., Hercberg, S., & Kesse-Guyot, E. (2014). Starchy food consumption in french adults: A cross-sectional analysis of the profile of consumers and contribution to nutritional intake in a web-based prospective cohort. Annals of Nutrition and Metabolism, 64(1), 28–37. https://doi.org/10.1159/000358888
Deb, M. (2018). Store attributes, relationship investment, culture, religiosity and relationship quality: A cross-cultural study. International Journal of Retail and Distribution Management, 46(7), 615–637. https://doi.org/10.1108/IJRDM-10-2017-0225
Ekman, P., Raggio, R. D., & Thompson, S. M. (2016). Service network value co-creation: Defining the roles of the generic actor. Industrial Marketing Management, 56, 51–62. https://doi.org/10.1016/j.indmarman.2016.03.002
El-Gohary, H. (2012). Factors affecting E-Marketing adoption and implementation in tourism firms: An empirical investigation of Egyptian small tourism organisations. Tourism Management, 33(5), 1256–1269. https://doi.org/10.1016/j.tourman.2011.10.013
Enrique, B. J., Mattila, A., & Andreu, L. (2008). The impact of experiential consumption cognitions and emotions on behavioural intensions. Journal of Services MArketing, 303-315. Retrieved from https://doi.org/10.1108/08876040810881704.
Feng, Y., Chen, X., & Lai, I. (2020). The effects of tourist experiential quality on perceived value and satisfaction with bed and breakfast stays in southwestern China. Journal of Hospitality and Tourism Insights, 4(1), 121–135. https://doi.org/10.1108/jhti-02-2020-0015
Ferreira, A. G., & Coelho, F. J. (2015). Product involvement, price perceptions, and brand loyalty. Journal of Product and Brand Management, 24(4), 349–364. https://doi.org/10.1108/JPBM-06-2014-0623
Ford, R. C., & Bowen, D. E. (2008). A service-dominant logic for management education: It’s time. Academy of Management Learning and Education, 7(2), 224–243. https://doi.org/10.5465/AMLE.2008.32712620
Francioni, B., Curina, I., Hegner, S. M., & Cioppi, M. (2022). Predictors of continuance intention of online food delivery services: gender as moderator. International Journal of Retail & Distribution Management, ahead-of-p(ahead-of-print). https://doi.org/10.1108/IJRDM-11-2021-0537
Füller, J., & Matzler, K. (2008). Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups. Tourism Management, 29(1), 116–126. https://doi.org/https://doi.org/10.1016/j.tourman.2007.03.021
Gannon, M. J., Taheri, B., & Croall, R. (2022). Memorable cultural consumption: differences between local and non-local visitors to domestic sites. Journal of Hospitality and Tourism Insights, 5(5), 842–864. https://doi.org/10.1108/JHTI-02-2021-0033
Ghantous, N., & Maher, A. A. (2019). When does uncertainty avoidance promote customer-to-customer intercultural service encounters? International Marketing Review, 36(3), 445–463. https://doi.org/10.1108/IMR-09-2017-0178
Goeltom, V. A. H., Kristiana, Y., Juliana, J., Bernato, I., & Pramono, R. (2020). The Effect of Service Quality and Value of Five-Star Hotel Services on Behavioral Intentions with the Role of Consumer Satisfaction as Mediator. Journal of Asian Finance, Economics and Business, 7(11), 967–976. https://doi.org/10.13106/jafeb.2020.vol7.no11.967
Gogoi, D. (2020). Service Quality Measures: How It Impacts Customer Satisfaction and Loyalty. PSN: Trade Relationships (Topic).
Gupta, A. (2017). Customer satisfaction in relation to service quality- A conceptual study on Indian hotels. International journal of applied research, 3, 302-305.
Guzel-Ozdemir, Serap., & Dincer, Z. M. (2018). The Effect of Restaurant’s Physical Environment on Perceived Value, Customer Satisfaction and Loyalty: Case of Istanbul. Journal of Tourism and Gastronomy Studies 6/4 (2018), 626- 643.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. Springer International Publishing. https://doi.org/10.1007/978-3-030-80519-7
Ham, S., Lee, S., Yoon, H., & Kim, C. (2020). Linking creating shared value to customer behaviors in the food service context. Journal of Hospitality and Tourism Management, 43(March), 199–208. https://doi.org/10.1016/j.jhtm.2020.04.002
Hammoud, J., Bizri, R. M., & Baba, I. El. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction : Evidence From the Lebanese Banking Sector. https://doi.org/10.1177/2158244018790633
Han, J., Back, K., & Barrett, B. (2009). Influencing factors on restaurant customers revisit intention: The roles of emotions and switching barriers. International Journal of Hospitality MAnagement. Retrieved from https://doi.org/10.1016/j.ijhm.2009.03.005.
Han, H., Al-Ansi, A., Olya, H. G. T., & Kim, W. (2019). Exploring halal-friendly destination attributes in South Korea: Perceptions and behaviors of Muslim travelers toward a non-Muslim destination. Tourism Management, 71(October 2018), 151–164. https://doi.org/10.1016/j.tourman.2018.10.010
Hanafiah, M. H., & Hamdan, N. A. A. (2020). Determinants of Muslim travellers Halal food consumption attitude and behavioural intentions. Journal of Islamic Marketing, 12(6), 1197–1218. https://doi.org/10.1108/JIMA-09-2019-0195
Harahap, D. A., Hurriyati, R., Disman, Gaffar, V., & Amanah, D. (2019). Culinary Tourism in Indonesia-Empirical Study at Amaliun Food Court, Medan. SAR Journal, 2(1), 15–23. https://doi.org/10.18421/SAR21-03
Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
Homburg, C., Jozić, D., & Kuehnl, C. (2017). Customer experience management: toward implementing an evolving marketing concept. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-015-0460-7
Hussain, A., & Mkpojiogu, E. (2016). Perceived usefulness , perceived ease of use , and perceived enjoyment as drivers for the user acceptance of interactive mobile maps. AIP Conference Proceedings, October 2017. https://doi.org/10.1063/1.4960891
Ivens, B. S., & Pardo, C. (2007). Are key account relationships different? Empirical results on supplier strategies and customer reactions. Industrial Marketing Management, 36(4), 470–482. https://doi.org/10.1016/j.indmarman.2005.12.007
Jamal, A., & Adelowore, A. (2008). Customer-employee relationship: The role of self-employee congruence. European Journal of Marketing, 42(11–12), 1316–1345. https://doi.org/10.1108/03090560810903691
Jin, L., He, Y., & Song, H. (2012). Service customization: To upgrade or to downgrade? An investigation of how option framing affects tourists’ choice of package-tour services. Tourism Management, 33(2), 266–275. https://doi.org/10.1016/j.tourman.2011.03.005
Juliana, J, Pramezwary, A., Lemy, D. M., Teguh, F., Djakasaputra, A., & Sianipar, R. (2022). Antecedents Experiential Commitment and Consequences in Willingness to Post Photo and Behavioral Intention Toward the Destination. International Journal of Design & Nature and Ecodynamics, 17(4), 547–556. https://doi.org/https://doi.org/10.18280/ijdne.170408
Juliana, Juliana, Arifin Djakasaputra , Rudy Pramono, E. H. (2020). Brand Image , Perceived Quality , Ease Of Use , Trust , Price , Service Quality On Customer Satisfaction And Purchase Intention Of Blibli Website With Digital Technology As Dummy Variable In The Use. Journal of Critical Reviews, 7(11), 3987–4000.
Juliana, J. A. F., Pramezwary, A., Muller Hasoloan Situmorang, J., Djakasaputra, A., & Pramono, R. (2022). Model for measuring customer satisfaction and delight in Restaurant Industry. Jurnal Manajemen Industri Dan Logistik (JMIL), xx No. xx Month. https://doi.org/10.30988/jmil.vxix.xxxx
Juliana, Sihombing, S. O., & Antonio, F. (2022). What Drives Memorable Rural Tourism Experience: Evidence from Indonesian Travelers. International Journal of Sustainable Development and Planning, 17(8), 2401–2411. https://doi.org/10.18280/ijsdp.170807
Kanje, P., Charles, G., Tumsifu, E., Mossberg, L., & Andersson, T. (2019). Customer engagement and eWOM in tourism. Journal of Hospitality and Tourism Insights, 3(3), 273–289. https://doi.org/10.1108/JHTI-04-2019-0074
Kastenholz, E., Marques, C. P., & Carneiro, M. J. (2020). Place attachment through sensory-rich, emotion-generating place experiences in rural tourism. Journal of Destination Marketing and Management, 17. https://doi.org/10.1016/j.jdmm.2020.100455
Khan, S., Hussain, S. M., & Yaqoob, F. (2013). Determinants of Customer Satisfaction in Fast Food Industry A Study of Fast Food Restaurants Peshawar Pakistan. Studia Commercialia Bratislavensia, 6(21), 56–65. https://doi.org/10.2478/stcb-2013-0002
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020935887
Kian, T. P., Boon, G. H., Fong, S. W. L., & Ai, Y. J. (2017). Factors that influence the consumer purchase intention in social media websites. International Journal of Supply Chain Management, 6(4), 208–214.
Kim, M. J. (2019). Does customer delight matter in the customer satisfaction-loyalty linkage? Journal of Asian Finance, Economics and Business, 6(3), 235–245. https://doi.org/10.13106/jafeb.2019.vol6.no3.235
Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131
Koutsothanassi, E., Bouranta, N., & Psomas, E. (2017). Examining the relationships among service features, customer loyalty and switching barriers in the Greek banking sector. International Journal of Quality and Service Sciences, 9(3–4), 425–440. https://doi.org/10.1108/IJQSS-02-2017-0013
Kowalkowski, C. (2010). What does a service-dominant logic really mean for manufacturing firms? CIRP Journal of Manufacturing Science and Technology, 3(4), 285–292. https://doi.org/10.1016/j.cirpj.2011.01.003
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Lai, K. P., & Chong, S. C. (2019). Do the servicescape of public and private hospitals differ? The Malaysian context. International Journal of Quality and Service Sciences, 11(3), 357–377. https://doi.org/10.1108/IJQSS-04-2018-0043
Larsen, G., Lawson, R., & Todd, S. (2009). The consumption of music as self-representation in social interaction. Australasian Marketing Journal, 17(1), 16–26. https://doi.org/10.1016/j.ausmj.2009.01.006
Lee, M., Ahn, J., Shin, M., Kwon, W., & Back, K. J. (2019). Integrating technology to service innovation: Key issues and future research directions in hospitality and tourism. Journal of Hospitality and Tourism Technology. https://doi.org/10.1108/JHTT-01-2019-0013
Lee, W., Sung, H. K., Suh, E., & Zhao, J. (2017). The effects of festival attendees’ experiential values and satisfaction on re-visit intention to the destination: The case of a food and wine festival. International Journal of Contemporary Hospitality Management, 29(3), 1005–1027. https://doi.org/10.1108/IJCHM-10-2015-0559
Lin, S. Y., & Chang, C. C. (2020). Tea forwell-being: Restaurant atmosphere and repurchase intention for hotel afternoon tea services. Sustainability (Switzerland), 12(3). https://doi.org/10.3390/su12030778
Line, N. R., & R. (2012). Hospitality marketing research: Recent trends and future directions. Journal of Hospitality Management. Retrieved from https://doi.org/10.1016/j.ijhm.2011.07.006.
Lockwood, A., & Pyun, K. (2020). Developing a scale measuring customers’ servicescape perceptions in upscale hotels. International Journal of Contemporary Hospitality Management, 32(1), 40–59. https://doi.org/10.1108/IJCHM-04-2017-0208
Löfgren, M., Witell, L., & Gustafsson, A. (2008). Customer satisfaction in the first and second moments of truth. Journal of Product and Brand Management, 17(7), 463–474. https://doi.org/10.1108/10610420810916362
Lončarić, D., Prodan, M. P., & Dlačić, J. (2021). Memorable tourism experiences inspired by the beauty of nature. Tourism and Hospitality Management, 27(2), 315–337. https://doi.org/10.20867/THM.27.2.5
Lopez. (2012). Satisfaction: A Behavioral Perspective on the Customer. New York : Mc Graw - Hill.
Lu, A. C. C., Gursoy, D., & Lu, C. Y. (2015). Authenticity perceptions, brand equity and brand choice intention: The case of ethnic restaurants. International Journal of Hospitality Management, 50, 36–45. https://doi.org/10.1016/j.ijhm.2015.07.008
Lu, C. Y., Suhartanto, D., Gunawan, A. I., & Chen, B. T. (2020). Customer Satisfaction toward Online Purchasing Services: Evidence from Small & Medium Restaurants. International Journal of Applied Business Research, 2(1), 1–14. https://doi.org/10.35313/ijabr.v2i01.89
Mak, A. H. . L. M. and E. A. (2012). Globalisation and food consumption in tourism”, Annals of Tourism Research, Vol. 39 No. 1, pp. 171-196.
Mallya, J., Lakshminarayanan, S., & Payini, V. (2019). Self-efficacy as an antecedent to students’ behavioral intention to use the Internet for academic purposes: A structural equation modeling approach. Library Philosophy and Practice, 2019(Davis 1989).
Marwan, D. (2021). Determination Services Against Word of Mouth Through Customer Satisfaction: Study on Travel Hajj And Umrah PT. Cahaya Sukses Mandiri. Proceeding International Seminar of Islamic Studies, 2, 555–564. https://jurnal.umsu.ac.id/index.php/insis/article/view/6339
Mathew, V., Thirunelvelikaran, R., Ali, M., & Thomas, S. (2014). Loyalty intentions does the effect of commitment, credibility and awareness vary across consumers with low and high involvement? Journal of Indian Business Research, 6(3), 213–230. https://doi.org/10.1108/JIBR-12-2013-0104
Mohammed, M. E., Wafik, G. M., Jalil, S. G. A., & Hassan, Y. A. El. (2016). The Effects of E-Service Quality Dimensions on Tourist’s e-Satisfaction. International Journal of Hospitality & Tourism Systems, 9(1), 12–20.
Mulcahy, J. D. (2019). Historical evolution of gastronomic tourism. The Routledge Handbook of Gastronomic Tourism, January, 24–31. https://doi.org/10.4324/9781315147628-4
Noval, T., Hubner, I. B., Bernarto, I., & Harapan, U. P. (2020). Ease Of Use Dan Trust Terhadap Purchase Intention Melalui Customer Satisfaction Pada Situs Web Tokopedia. 4(2), 217–229.
Paisri, W., Ruanguttamanun, C., & Sujchaphong, N. (2022). Customer experience and commitment on eWOM and revisit intention: A case of Taladtongchom Thailand. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2022.2108584
Pakurar, M., Haddad, H., Nagy, J., Popp, J. and Olah, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian Banking Sector”, Sustainability, Vol. 11 No. 1113, pp. 1-24.
Palupi, S., & Abdillah, F. (2019). Local Cuisine as a Tourism Signature. 11, 299–312. https://doi.org/10.1108/s2042-144320190000011018
Parasuraman, A. (2011). Delivering Quality Service (Sutanto (ed.)). The Free Press.
Parasuraman, A., Ball, J., Aksoy, L., Keiningham, T. L., & Zaki, M. (2020). More than a feeling? Toward a theory of customer delight. Journal of Service Management, 32(1), 1–26. https://doi.org/10.1108/JOSM-03-2019-0094
Park, J.Y., Back, R.M., Bufquin, D. and Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: the moderating role of familiarity”, International Journal of Hospitality Management, Vol. 78, pp. 102-111.
Park, S. Y. (2009). An analysis of the technology acceptance model in understanding University students’ behavioral intention to use e-Learning. Educational Technology and Society.
Prabowo, H., Astuti, W., & Respati, H. (2020). Effect of Service Quality and Brand Image on Repurchase Intention through Word of Mouth at Budget Hotels Airy Rooms. Open Journal of Business and Management, 08(01), 194–207. https://doi.org/10.4236/ojbm.2020.81012
Prebensen, N. K., Woo, E., & Uysal, M. S. (2014). Experience value: antecedents and consequences. Current Issues in Tourism, 17(10), 910–928. https://doi.org/10.1080/13683500.2013.770451
Loureiro, & SM, C. (2010). Satisfying and Delighting the rural Tourist. Journal of travel & Tourism Marketing, 27(4), 396-408. Retrieved from https://doi.org/10.1080/10548408.2010.481580.
Lovelock, C., & Wirtz, J. (2012). Service Marketing: People, Technology, Strategy. Sevent Edition (ke-7). Pearson Hall.
Prentice, C., Dominique-Ferreira, S., Ferreira, A., & Wang, X. (Alex). (2022). The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels. Journal of Retailing and Consumer Services, 64(June 2021), 102788. https://doi.org/10.1016/j.jretconser.2021.10278
Purchase, S., Da Silva Rosa, R., & Schepis, D. (2016). Identity construction through role and network position. Industrial Marketing Management, 54, 154–163. https://doi.org/10.1016/j.indmarman.2015.07.004
Qu, Y., Xu, F., & Lyu, X. (2019). Motivational place attachment dimensions and the pro-environmental behaviour intention of mass tourists: a moderated mediation model. Current Issues in Tourism, 22(2), 197–217. https://doi.org/10.1080/13683500.2017.1399988
Raab, C., Zemke, D. M. V., Hertzman, J. L., & Singh, D. (2013). Restaurant Customers’ Perceptions of Noise and Their Satisfaction and Loyalty Behaviors. International Journal of Hospitality and Tourism Administration, 14(4), 398–414. https://doi.org/10.1080/15256480.2013.838090
Rajendran, R.P. and Arun, C. J. (2021). The effect of sport nostalgia on discrete positive emotions, positive eWOM, and revisit intention of sport tourists: a conceptual framework”, International Journal of Business and Economics, Vol. 6 No. 2, pp. 232-248. 6(2), 232–248. https://doi.org/10.5281/zenodo.5760051
Rašan, D., Prevošek, D., & Višković, K. (2022). Concept and Measurement of Memorable Tourism Experience. 8th International Scientific ERAZ Conference – ERAZ 2022 – Conference Proceedings, 241–252. https://doi.org/10.31410/eraz.2022.241
Ratnasari, R. T., Gunawan, S., Mawardi, I., & Kirana, K. C. (2020). Emotional experience on behavioral intention for halal tourism. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-12-2019-0256
Rezaei, N., Huang, W. J., & Hung, K. (2023). Tourist’s achievement emotions and memorable experience in visiting the Middle East. Tourism Management Perspectives, 47. https://doi.org/10.1016/j.tmp.2023.101129
Rodrigues, L. F., Oliveira, A., & Costa, C. J. (2016). Does ease-of-use contributes to the perception of enjoyment? A case of gamification in e-banking. Computers in Human Behavior, 61, 114–126.
Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of hospitality Management, 30(3), 599-611. Retrieved from https://doi.org/10.1016/j.ijhm.2010.11.004.
Samuel, F., Amoako, K., & Disraeli, A.-D. (2018). Service quality, customer satisfaction and loyalty in automobile maintenance services: Evidence from a developing country. Journal of Quality in Maintenance Engineering, 24(3), 262–279. https://doi.org/10.1108/JQME-10-2016-0056
Senduk, C. Dylan., Saerang, E. P. David., Lambey, L. (2016). The Influence Of Restaurant Ambience And Service Quality On Customer Satisfaction At 63 Pondok Hijau Restaurant Manado. Jurnal Berkala Ilmiah Efisiensi Volume 16 No. 03 Tahun 2016.
Shankar, V., Smith, A.K. and Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments”, International Journal of Research in Marketing, Vol. 20 No. 2, pp. 153-175.
Shen, X. L., Li, Y. J., Sun, Y., Chen, Z., & Wang, F. (2019). Understanding the role of technology attractiveness in promoting social commerce engagement: Moderating effect of personal interest. Information and Management, 56(2), 294–305. https://doi.org/10.1016/j.im.2018.09.006
Sihombing, S. O., Antonio, F., Sijabat, R., & Bernarto, I. (2024). The Role of Tourist Experience in Shaping Memorable Tourism Experiences and Behavioral Intentions. International Journal of Sustainable Development and Planning, 19(4), 1319–1335.
Song, J., & Qu, H. (2017). The mediating role of consumption emotions. International Journal of Hospitality Management, 66, 66–76. https://doi.org/10.1016/j.ijhm.2017.06.015
Sthapit, E., Chiappa, G. Del, Coudounaris, D. N., & Björk, P. (2020). Tourism experiences , memorability and behavioural intentions : a study of tourists in Sardinia , Italy. Tourism Review, 75(3), 533–558. https://doi.org/10.1108/TR-03-2019-0102
Su, Y., Xu, J., Sotiriadis, M., & Shen, S. (2021). Authenticity, perceived value and loyalty in marine tourism destinations: The case of Zhoushan, Zhejiang province, China. Sustainability (Switzerland), 13(7). https://doi.org/10.3390/su13073716
Suastuti, N. L. (2015). Pengaruh Atmosfer Restoran Terhadap Minat Beli Kosnumen Remaja Di Restoran Cepat Saji (Studi Kasus Kfc Dan Mc Donald Jimbaran). Jurnal Ilmiah Hospitality Management, 5(2), 65–76. https://doi.org/10.1017/CBO9781107415324.004
Subaebasni, S., Risnawaty, H., Arie Wicaksono, A., Albadriyah Widsata, P., Straitliner Express, P., & APP Jakarta Kemenperin, P. (2019). Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90–97. https://doi.org/10.32479/irmm.7440
Sukhu, A., Bilgihan, A., & Seo, S. (2017). Willingness to pay in negative restaurant service encounters. International Journal of Hospitality Management, 65, 11–19. https://doi.org/10.1016/j.ijhm.2017.05.006
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1937847. https://doi.org/10.1080/23311975.2021.1937847
Teng, H. J., Ni, J. J., & Chen, H. H. (2018). Relationship between e-servicescape and purchase intention among heavy and light internet users. Internet Research, 28(2), 333–350. https://doi.org/10.1108/IntR-10-2016-0303
Thakur, D. K. (2021). Mobile Application for La Mono Restaurant. Journal of Business Management. Retrieved from https://www.researchgate.net/publication/352487946_Android_Application_for_Restaurant_Manag ement.
Tseng, F. C., Cheng, T. C. E., Li, K., & Teng, C. I. (2017). How does media richness contribute to customer loyalty to mobile instant messaging? Internet Research, 27(3), 520–537. https://doi.org/10.1108/IntR-06-2016-0181
Tuerlan, T., Li, S., & Scott, N. (2021). Customer emotion research in hospitality and tourism: conceptualization, measurements, antecedents and consequences. In International Journal of Contemporary Hospitality Management (Vol. 33, Issue 8, pp. 2741–2772). Emerald Group Holdings Ltd. https://doi.org/10.1108/IJCHM-11-2020-1257
Ul Hassan, M., Iqbal, M. S., & Habibah, U. (2020). Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020924412
Uslu, A. (2020). The relationship of service quality dimensions of restaurant enterprises with satisfaction, behavioural intention, eWOM, and the moderating effect of atmosphere. Tourism and Management Studies, 16(3), 23–35. https://doi.org/10.18089/tms.2020.160303
Valenzuela, L., Mulki, J., & Jaramillo, J. (2010). Impact of Customer Orientation, Inducements and Ethics on Loyalty to the Firm: Customers’ Perspective. Journal of Business Ethics, 93, 277–291. https://doi.org/10.1007/s10551-009-0220-z
Velázquez, B. M., Saura, I. G., & Molina, M. E. R. (2011). Conceptualizing and measuring loyalty: Towards a conceptual model of tourist loyalty antecedents. Journal of Vacation Marketing, 17(1), 65–81. https://doi.org/10.1177/1356766710391450
Weijo, H., Hietanen, J., & Mattila, P. (2014). New insights into online consumption communities and netnography. Journal of Business Research, 67(10), 2072–2078. https://doi.org/10.1016/j.jbusres.2014.04.015
Zemke, D. M., Zhong, Y. Y., & Raab, C. (2019). A building’s design quality: measuring the esoteric. Property Management, 37(1), 97–114. https://doi.org/10.1108/PM-12-2017-0068
Zhao, Zhi-Feng ; Li, Z.-W. (2022). Destination authenticity, place attachment and loyalty: evaluating tourist experiences at traditional villages.
DOI: https://doi.org/10.30601/humaniora.v8i1.4791
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Angelia Widhy, Putri Esthi Palupi, Juliana juliana, Amelda Pramezwary
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
© Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum. Published by Center for Research and Community Service (LPPM) University of Abulyatama, Aceh, Indonesia. 2019