Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Suhud, Usep; Bajunaid, Sheila Maryam

doi:10.21512/bbr.v9i1.3915

Cited by 2 publications

(3 citation statements)

References 26 publications

(41 reference statements)

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“…Therefore, for airlines, service quality needs to be improved. These results support the research of Park and Park (2016), Irtema et al (2018), Suhud andBajunaid (2018), andShah et al (2020).…”

Section: Resultssupporting

confidence: 91%

“…Irtema, Ismail, Borhan, Das, and Alshetwi (2018) said that customer satisfaction influenced behavioral intention to use. Similarly, Suhud and Bajunaid (2018) agreed that service quality influences repurchase intention through customer satisfaction. Based on the previous research, the second and third hypotheses are: H2 : There is an effect of service quality on behavioral intention to use on FSCs and LCCs H3 : There is an effect of customer satisfaction on behavioral intention to use on FSCs and LCCs Moreover, Chotivanich (2014) emphasized that loyalty was formed when satisfaction occurred.…”

Section: Introductionmentioning

confidence: 99%

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Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

Soelasih

Sumani

2021

Binus Business Review

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The research aimed to look at the differences in customer loyalty on domestic Full-Service Carriers (FSCs) and Low-Cost Carriers (LCCs) in Indonesia. The differences were shown from testing the effect of service quality on customer loyalty mediated by customer satisfaction and behavioral intention to use. Respondents were FSCs and LCCs passengers. Samples were taken by purposive sampling. There were 522 respondents for FSCs and 529 respondents for LCCs were observed by distributing questionnaires. Then, the research tested the validity and reliability of the variables using Confirmatory Factor Analysis (CFA), Composite Reliability (CR), and Average Variance Extracted (AVE). Structural Equation Modeling (SEM) was also applied to examine the hypothesis. The results show the formation of customer loyalty from service quality, customer satisfaction, and behavioral intention to use on FSCs and LCCs. The most significant factor is the behavioral intention in forming customer loyalty in FSCs and LCCs. Meanwhile, customer satisfaction does not influence customer loyalty for FSCs and LCCs.

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Section: Resultssupporting

confidence: 91%

Section: Introductionmentioning

confidence: 99%

Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

Soelasih

Sumani

2021

Binus Business Review

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“…The positive beta coefficient indicates that the higher the service quality experienced by customers, the more the customers are satisfied with the brand. This finding is consistent with many prior studies, that service quality has a direct and significant effect on customer satisfaction (Ahmed, et al, 2010;Leonnard, 2018;Suhud & Bajunaid, 2018), and it plays an important role in customer satisfaction (Wilson, et al, 2019).…”

Section: Discussionsupporting

confidence: 93%

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

Ng¹,

Li²,

Yeung³

2020

IJoBM

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The smartphone penetration rate among people aged 15 and above in Hong Kong stood at close to 90 per cent in 2018. While the demand for smartphones has been increasing, the smartphone market in Hong Kong is highly competitive. Smartphone firms strive to maintain their customers by encouraging repurchases through launching newer models. The marketing cost of keeping an existing customer is well below that of finding a new customer. Therefore, how to motivate current customers to repurchase newer editions of the same brand is a major marketing concern for most companies. The purpose of this paper is to explore the causality between service quality and repurchase intention via customer satisfaction and attitudinal loyalty. Data from a sample of 200 Hong Kong smartphone users aged 18 and above confirm that customer satisfaction mediates the relationship between service quality and attitudinal loyalty that eventually affects repurchase intention. The percentage of the direct effect of service quality on attitudinal loyalty demonstrated a significant partial mediation of customer satisfaction. The results of this study provide important theoretical and managerial implications for researchers and practitioners of the smartphone industry not only in Hong Kong but also around the world.

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Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

Cited by 2 publications

References 26 publications

Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

Customer Loyalty: The Difference between Full-Service Carriers and Low-Cost Carriers in Indonesia

A Pilot Study of the Hong Kong Smartphone Market: How Service Quality Affects Repurchase Intention via Customer Satisfaction and Attitudinal Loyalty

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