Ensuring restaurant quality and guests’ loyalty: an integrative model based on marketing (7P) approach

Kukanja, Marko; Omerzel, Doris Gomezelj; Kodrič, Borut

doi:10.1080/14783363.2016.1150172

Cited by 38 publications

(60 citation statements)

References 64 publications

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“…Product mix consists of product type, quality, design, completeness, brand name, packaging, size, product service, warranty and replacement (Kukanja et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

“…Tjiptono and Chandra (2005) mentioned that at a certain price level, if the perceived benefi ts of consumers increases, then its value will increase as well (Kotler and Keller, 2009 (Marques et al, 2014) 5. People element could be defined as the role of humans in the delivery of goods or services that can affect consumer perceptions (Kukanja et al, 2016). According to Kushwaha and Agrawal 2015 Successful marketers are those who maintain not only their company profi ts but also their consumers and consumers' loyalty (Lamberti and Noci, 2010).…”

Section: Introductionmentioning

confidence: 99%

“…(Khan, 2014). Physical evidence of marketing elements include the supporting environment (furniture, color, layout, noise level), supporting goods, spatial, hygiene and equipment, supporting facilities such as toilets, mosque and parking lots(Kukanja et al, 2016).…”

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confidence: 99%

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Relationship of 7P Marketing Mix and Consumers' Loyalty in Traditional Markets

Anjani

Irham

Waluyati

2019

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The existence of the traditional market as a center of most people’s economic activities in Indonesian society has begun to be displaced by the modern market. Improvement in service quality is important in increasing consumers’ loyalty in order to retain them. The purposes of this research are: 1) to know the level of marketing mix of (Product, Price, Place, Promotion, People, Process, in 7P traditional market; 2) to know the level of traditional market consumer’s loyalty of and 3) to determine the relationship between marketing mix implementation with consumer’s loyalty. There were 180 traditional market consumers selected by incidental sampling method from 8 traditional markets in 6 districts among 5 provinces all over Indonesia. Checklists and Likert scale questionnaires were used as tools in this study. Descriptive method was used to analyze data. Based on analysis results, it is known that, according to the consumers, the level of marketing mix implementation in traditional markets is high with an average value of 74.07%. The marketing mix elements in order to arrange from the highest to the lowest level of implementation are respectively those termed People, Process, Physical Evidence, Price, Place, Product, and Promotion. The People element is the highest in level. This shows that traders’ friendliness, alacrity, and honesty are still the hallmarks of traditional markets. The Promotion element is the lowest in level because most of the merchants do not implement proper promotion. The average of consumers’ loyalty level in traditional markets is 77.61%, which is considered high in the category. The 7P’s marketing mix, except for the Product aspect, have a positive and significant correlation with consumer loyalty, but it is still relatively weak. The consumers would continue to repurchase in the traditional markets and recommend that others also shop there.

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“…Product mix consists of product type, quality, design, completeness, brand name, packaging, size, product service, warranty and replacement (Kukanja et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Relationship of 7P Marketing Mix and Consumers' Loyalty in Traditional Markets

Anjani

Irham

Waluyati

2019

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“…via web page. In addition to these recommendations, it is necessary to strengthen the research of halal tourism in Slovenia, since this would help to overcome stereotypes and strengthen the awareness of hotel managers and other relevant stakeholders in tourism about the potentials/opportunities, to connect the specific business concept with the specific sectarian organisational culture 10 and provide a level of quality that is consistent with the expectations of the guests (see Parasuraman, Zeithaml & Berry (1985) or Kukanja, Gomezelj Omerzel & Kodrič (2016)). In this sense, this research could help develop national halal systems in Slovenia and in the wider region as well as improve the perception of hotel managers and facilitating an easier integration of services adjusted to the needs of Muslims (as well as other guests) in the hotel facilities and services; the perspective of corporate social responsibility (CSR) in the hospitality industry should not be neglected (see Kukanja, Planinc & Šuligoj (2016) or Štrukelj & Šuligoj (2014)).…”

Section: Discussionmentioning

confidence: 99%

Hotels and Halal-oriented Products: What Do Hotel Managers in Slovenia Think?

Šuligoj

Maruško²

2017

Organizacija

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Background and Purpose:Tourists from the Islamic world are significant stakeholders in the tourism market. The purpose of this paper is to identify the key aspects of halal tourism in connection with the hotel industry. Furthermore, we want to determine whether hotel managers are familiar with halal certification and on what basis they would opt for it. Design/Methodology/Approach: The research focuses on halal goods, services, and facilities, in general, and specifically in Slovenian hotels; concepts, contemporary trends, and the situation in Slovenia are presented. In response to the literature review, we applied the analysis of the factor loadings to define the important factors that influence the decision-making process; by applying PCA, we reduced the dependent variable to a single factor (although predictions were slightly different). Findings:The most important elements in the adoption of the certificate are the simplicity and efficiency of the procedure itself and the fact that the process does not require major financial investments. The element that significantly influences the managers' decision-making process is the possibility of adjusting to the standard of the certificate. Conclusion: The paper's main contribution is to deepen the perspective of the development of tourism in an area that remains a relatively undeveloped and unknown niche within the Slovenian tourism/hospitality industry but very promising in the global context.

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“…Later, several modifications of the generic SERVQUAL instrument were developed to better suit the specifics of the hospitality industry, such as DINESERV for restaurants (Stevens, Knutson, and Patton 1995), TANGSERV for measuring tangible quality (Raajpoot 2002), LODGSERV for measuring quality in the lodging sector (Knutson et al 1990), etc. Scholars have also proposed alternative models for restaurant quality measurement, such as a marketing-oriented (7P) quality model (Kukanja, Gomezelj Omerzel, and Kodrič 2017) and a quality model combining the importance-performance analysis (IPA) and the quality function deployment (QFD) method (Cheng, Tsai, and Lin 2015). According to Liu and Tse (2018), although alternative models have been proposed, DINESERV remains the most popular and frequently used diagnostic tool for service quality evaluation in the restaurant industry.…”

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confidence: 99%

Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

Kukanja

Planinc

2019

South East European Journal of Economics and Business

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The main goal of this study is to investigate whether higher (cost-effective) operational efficiency in restaurants can be achieved without lowering the perceived level of service quality. This study also investigates the importance of restaurants’ size on operational efficiency and on the perceived level of service quality. We present the methodological procedures used to investigate the relationships among restaurants’ operational efficiency, size, and service quality after presenting the conceptualization of the cost-effective service excellence (CESE) research construct. The restaurants’ efficiency was assessed using Data Envelopment Analyses and the DINESERV tool was implemented to analyse guests’ perceptions of service quality. Guests of low- and high-efficient restaurants perceive service quality based on the same quality dimensions. Based on the structural equation modelling, it is evident that CESE can be achieved in the restaurant industry. The restaurant size has proven to influence restaurants’ operational efficiency and guests’ quality perceptions.

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Ensuring restaurant quality and guests’ loyalty: an integrative model based on marketing (7P) approach

Cited by 38 publications

References 64 publications

Relationship of 7P Marketing Mix and Consumers' Loyalty in Traditional Markets

Relationship of 7P Marketing Mix and Consumers' Loyalty in Traditional Markets

Hotels and Halal-oriented Products: What Do Hotel Managers in Slovenia Think?

Cost-Effective Service Excellence: Exploring the Relationships Among Restaurants’ Operational Efficiency, Size and Service Quality

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