Model For Measuring Customer Satisfaction And Delight In Restaurant Industry
Downloads
Additional Files
Downloads
E. Anderson, Social media marketing: game theory and the emergence of collaboration. Springer Science & Business Media, 2010.
R. H. Muslimin, A. Darmawan, S. Bahri, and A. Rapi, "Improving Service Quality Of Delivery Services Based On Heterogeneous Customer Behavior In A Developing Country: A Context During Covid-19," Jurnal Manajemen Industri dan Logistik (JMIL), vol. 6, no. 1, pp. 43-64 %@ 2598-5795, 2022.
B. Berman, "How to delight your customers," California management review, vol. 48, no. 1, pp. 129-151 %@ 0008-1256, 2005.
A. R. Pertiwi, A. H. Djawahir, and A. Andarwati, "Pengaruh Brand Experience Terhadap Brand Satisfaction, Brand Trust dan Brand Loyalty (Studi Pada Konsumen Make-Up Brand Impor di Surabaya)," Jurnal Manajemen Dan Kewirausahaan, vol. 5, no. 2, pp. 20-35 %@ 2540-8259, 2017.
M. Andriani, "The Influence of Store Image, Service Quality, Private Label Brand Image, Perceived Risk, and Price Consciousness on Purchase Intention," Jurnal Ilmu Manajemen & Ekonomika, vol. 9, no. 1, pp. 73-90 %@ 2579-4841, 2017.
M. K. Situmorang, "PENGARUH KESENANGAN (PLEASURE), KEGAIRAHAN (AROUSAL) DAN DOMINASI (DOMINANCE) TERHADAP PEMBELIAN TIDAK TERENCANA (STUDI KASUS PADA KONSUMEN CARREFOUR CITRA GARDEN MEDAN)," Jurnal Regionomic, vol. 1, no. 1, 2018.
D. C. Barnes and A. Krallman, "Customer delight: A review and agenda for research," Journal of Marketing Theory and Practice, vol. 27, no. 2, pp. 174-195 %@ 1069-6679, 2019.
R. Asmoningsih, "Pengaruh Dari Identity Terhadap Brand Value, Satisfcation, Trust and Brand Loyalty," Jurnal Manajemen Dan Pemasaran Jasa, vol. 8, no. 2, pp. 87-100 %@ 2442-9732, 2016.
C. Bartl, M. H. J. Gouthier, and M. Lenker, "Delighting consumers click by click: Antecedents and effects of delight online," Journal of Service Research, vol. 16, no. 3, pp. 386-399 %@ 1094-6705, 2013.
E. Darmanto et al., "Decision Support System for Staff Assignment Using VIKOR Algorithm," 2021, vol. 1845: IOP Publishing, pp. 012029 %@ 1742-6596.
K. C. Ling, L. T. Chai, and T. H. Piew, "The effects of shopping orientations, online trust and prior online purchase experience toward customers' online purchase intention," International business research, vol. 3, no. 3, pp. 63 %@ 1913-9004, 2010.
C. Kuswibowo and A. K. Murti, "Analisis Pengaruh Brand Image, Promotion, Dan Electronic Word of Mouth Terhadap Minat Beli Pada Aplikasi Online Shop," Jurnal Manajemen Industri dan Logistik, vol. 5, no. 1, pp. 53-61, 2021.
A. Finn, "Customer delight: distinct construct or zone of nonlinear response to customer satisfaction?," Journal of Service Research, vol. 15, no. 1, pp. 99-110 %@ 1094-6705, 2012.
J. Juliana, B. Aditi, R. Nagoya, W. Wisnalmawati, and I. Nurcholifah, "Tourist visiting interests: The role of social media marketing and perceived value," International Journal of Data and Network Science, vol. 6, no. 2, pp. 469-476, 2022.
C. L. Kwek, H. P. Tan, and T.-C. Lau, "Investigating the shopping orientations on online purchase intention in the e-commerce environment: a Malaysian study," The Journal of Internet Banking and Commerce, vol. 15, no. 2, pp. 1-21 %@ 1204-5357, 1970.
D. Vidyanata, "Peran Brand Credibility sebagai Mediasi Pengaruh Strategi Celebrity Endorsement terhadap Brand Equity," 2019.
R. E. Widodo, "The roles of customer delight as mediating in building repurchase intention based on electronic service quality and system quality in online marketplace," International Journal of Business and Management Invention (IJBMI), vol. 10, no. 7, pp. 22-28, 2021.
E. L. Ray, I. N. W. Artha, and E. K. Dewi, "ANALISIS PENGARUH CUSTOMER EXPERIENCE TERHADAP LOYALITAS PELANGGAN," Jurnal Manajemen Industri dan Logistik (JMIL), vol. 5, no. 2, pp. 85-92 %@ 2598-5795, 2021.
A. Djakasaputra, "Observational learning and word of mouth against consumer online purchase decision during the pandemic COVID-19," Observational Learning and Word of Mouth Against Consumer Online Purchase Decision during the Pandemic COVID-19, vol. 11, no. 9, pp. 751-758, 2020.
T. Ghosh, "Predicting hotel book intention: The influential role of helpfulness and advocacy of online reviews," Journal of Hospitality Marketing & Management, vol. 27, no. 3, pp. 299-322 %@ 1936-8623, 2018.
S. Riyadi, D. Anandya, and I. Indarini, "Pengaruh Brand Credibility Maskapai Penerbangan Terhadap Purchase Intention Konsumen di Surabaya," CALYPTRA, vol. 7, no. 2, pp. 2474-2491 %@ 2302-8203, 2019.
S. A. W. Putra and S. V. Riorini, "Pengaruh online reviews terhadap online hotel booking intentions pada online travel agent lokal," 2016, pp. 27.1-27.11 %@ 2540-7589.
R. A. Rather and M. A. Camilleri, "The customers' brand identification with luxury hotels: A social identity perspective," 2019: Springer, pp. 429-443.
H. Han, K.-J. Back, and B. Barrett, "A consumption emotion measurement development: a full-service restaurant setting," The Service Industries Journal, vol. 30, no. 2, pp. 299-320 %@ 0264-2069, 2010.
T. Zulfikar, I. Aprianti, and E. Rachmawati, "Digital Marketing and Brand Image To Increase Consumer Purchase Interest," Jurnal Manajemen Industri dan Logistik (JMIL), vol. 6, no. 1, pp. 21-29 %@ 2598-5795, 2022.
Y. Yi and S. La, "What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty," Psychology & Marketing, vol. 21, no. 5, pp. 351-373 %@ 0742-6046, 2004.
R. Yuliana and M. Hamdani, "STUDY OF ONLINE BUYING INTENTION STUDY OF "ONLINE SHOPPING”," International Journal of Economics, Business and Accounting Research (IJEBAR), vol. 4, no. 4 %@ 2614-1280, 2020.
R. L. Oliver, R. T. Rust, and S. Varki, "Customer delight: foundations, findings, and managerial insight," Journal of retailing, vol. 73, no. 3, pp. 311-336 %@ 0022-4359, 1997.
P. Kotler and G. Armstrong, Principles of marketing. Pearson education, 2010.
C.-H. Lien, M.-J. Wen, L.-C. Huang, and K.-L. Wu, "Online hotel booking: The effects of brand image, price, trust and value on purchase intentions," Asia Pacific Management Review, vol. 20, no. 4, pp. 210-218 %@ 1029-3132, 2015.
A. Parasuraman, J. Ball, L. Aksoy, T. L. Keiningham, and M. Zaki, "More than a feeling? Toward a theory of customer delight," Journal of Service Management, vol. 32, no. 1, pp. 1-26 %@ 1757-5818, 2020.
J. F. Hair, M. Page, and N. Brunsveld, Essentials of business research methods. Routledge, 2019.
A. Faisal, "Pengaruh Brand Credibility Terhadap Information Efficiency Dan Risk Reduction, Serta Dampaknya Atas Repurchase Intention," Jurnal Manajemen dan Pemasaran Jasa, vol. 8, no. 1, pp. 1-14 %@ 2442-9732, 2015.
S.-P. Jeng, "The influences of airline brand credibility on consumer purchase intentions," Journal of Air Transport Management, vol. 55, pp. 1-8 %@ 0969-6997, 2016.
A. S. Hanafi, C. Almy, and M. T. Siregar, "Pengaruh gaya kepemimpinan dan motivasi kerja terhadap kinerja pegawai," Jurnal Manajemen Industri dan Logistik, vol. 2, no. 1, pp. 52-61, 2018.
M. G. Lumba, "Peran Brand Love Terhadap Brand Loyalty Dan Willingness To Pay Premium Price Pada Pembeli Iphone Di Surabaya," Agora, vol. 7, no. 1, 2019.
A. Puspita and C. Kartika, "PENGARUH EXPERIENTIAL MARKETING, CUSTOMER DELIGHT, DAN KEPERCAYAAN PELANGGAN TERHADAP NIAT PERILAKU PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Bengkel Resmi Yamaha PT. Roda Sakti Surya Megah)," JMM17: Jurnal Ilmu ekonomi dan manajemen, vol. 6, no. 02 %@ 2355-7435, 2019.
T. Erdem, "Foffreswait, 2009," Brand Credibility Brand Consideration and choice Journal of Consumer Research, vol. 31, pp. 191-198.
S. B. M. Kamal, D. Abdullah, N. M. Nor, A. Ngelambong, and K. A. Bahari, "Hotel booking websites and their impact on e-satisfaction and e-loyalty: analysis on utilitarian and hedonic features," International Journal of Academic Research in Business and Social Sciences, vol. 8, no. 15, pp. 160-177, 2018.
JMIL Jurnal Manajemen Industri dan Logistik (Journal of Industrial and Logistics Management) is an Open Access Journal. The authors who publish the manuscript in JMIL Jurnal Manajemen Industri dan Logistik agree to the following terms:
JMIL Jurnal Manajemen Industri dan Logistik is licensed under a Creative Commons Attribution 4.0 International License. This permits anyone to copy, redistribute, remix, transmit and adapt the work provided the original work and source is appropriately cited.
This means:
(1) Under the CC-BY license, authors retain ownership of the copyright for their article, but authors grant others permission to use the content of publications in JMIL Jurnal Manajemen Industri dan Logistik in whole or in part provided that the original work is properly cited. Users (redistributors) of JMIL Jurnal Manajemen Industri dan Logistik are required to cite the original source, including the author's names, JMIL Jurnal Manajemen Industri dan Logistik as the initial source of publication, year of publication, volume number, issue, and Digital Object Identifier (DOI); (2) Authors grant JMIL Jurnal Manajemen Industri dan Logistik the right of first publication. Although authors remain the copyright owner.
