[논문]The Influence Factors on Customer Satisfaction and Loyalty in Distribution: An Empirical Study on Sushi Tei Restaurant, Jakarta

ANDRIYANI, Nova; HIDAYAT, Z.

doi:10.15722/jds.19.6.202106.51

The Influence Factors on Customer Satisfaction and Loyalty in Distribution: An Empirical Study on Sushi Tei Restaurant, Jakarta 원문보기

유통과학연구 = Journal of distribution science, v.19 no.6, 2021년, pp.51 - 64

ANDRIYANI, Nova (Communication Department, BINUS Graduate Program, Bina Nusantara University) , HIDAYAT, Z. (Communication Department, BINUS Graduate Program, Bina Nusantara University)

Abstract ▼ AI-Helper

Purpose: A restaurant is a business of the physical distribution of food and beverages which includes intercultural interaction. This research paper aims to examine the influence of Japanese taste as a product advantage, determining service quality factor in the restaurant business, the e-CRM that involves technology, social media campaigns to reach the target market of young people, and customer satisfaction on customer loyalty in Sushi Tei restaurant. This study also intends to find direct and indirect influence between the variables. Research design, data and methodology: Quantitative research was conducted using a survey method by distributing 100 questionnaires to Sushi Tei customers in Jakarta, consisting of Gen Z and Millennials. Samples were taken at each outlet in the Jakarta area on weekend and weekdays by purposive sampling. Data was generated by path analysis Results: The results showed that Japanese taste, service quality, and e-CRM significantly influence customer satisfaction and customer loyalty. However, social media campaigns failed to influence customer loyalty. As a result, customer satisfaction has a significant influence on customer loyalty within Sushi Tei restaurant. Conclusion: The study also proposed significant implications to develop and maintain a relationship with the customer to gain satisfaction and loyalty in the food and beverage industry.

주제어

표/그림 (8)

그림 Figure 1: Hypothesized variables
표 Table 1: Measurements and references
표 Table 2: Variable and number of statements
표 Table 3: Descriptive Statistics
표 Table 4: Result Path Coefficient I
표 Table 5: Descriptive Statistics
그림 Figure 2: Path Coeficient Model
표 Table 6: Result Path Coefficient II

AI 본문요약
AI-Helper

문제 정의

First, this research was conducted solely on Millennial and Gen Z samples at Sushi Tei Japanese restaurant customers. This research focuses on Millennials and Gen Z based on observation. The observation shows that Gen Z and Millennials dominate sushi Tei customers.

제안 방법

Customer satisfaction becomes an intervening variable. The hypothesis was tested using path analysis. The hypothesis testing results indicate that there is a significant effect of Japanese taste on customer satisfaction.
Therefore, as this study focuses on factors that were not in previous studies, it has a novelty or uniqueness in marketing communication for Indonesia's Japanese restaurant business. This paper considers Japanese taste, which is an idol of young consumers, measurement of service quality, e-Customer relationship management, and social media campaigns to achieve customer satisfaction and customer loyalty to Japanese brands.
This research has six elements: Japanese taste, service quality, e-CRM, Social media campaign, customer satisfaction, and customer loyalty. All of those variables were examined using SPSS.
The questionnaire results were tested using Path Analysis with SPSS (Statistical Package for the Social Sciences) software, a tool used to test statistics in the form of causality or causation. This study aims to find direct and indirect influence between the variables; thus, we used path analysis which applied SPSS. There is an intervening variable to show direct and indirect influence.

데이터처리

The questionnaire results were tested using Path Analysis with SPSS (Statistical Package for the Social Sciences) software, a tool used to test statistics in the form of causality or causation. This study aims to find direct and indirect influence between the variables; thus, we used path analysis which applied SPSS.
The result of the research was processed by SPSS 26 and was calculated by the Path Coefficient Model. The result of regression was shown in Tables 3, 4, 5 & 6.

성능/효과

The observation shows that Gen Z and Millennials dominate sushi Tei customers. -Second, it exclusively directed Sushi Tei in Indonesia, especially Jakarta. This research can be explored more in Sushi Tei outlets in other countries.
Based on the above research results, it can be concluded that customers who get offers from Sushi Tei's social media campaigns are satisfied with the information provided
The quality of service from Sushi Tei employees can also meet its customers' expectations so that they become loyal to the dishes served and enjoy Japanese cuisine at Sushi Tei. Based on the study results, it can be concluded that the Millennial generation and Gen Z are satisfied with the Japanese restaurant Sushi Tei because of its Japanese taste, quality of service provided, e-CRM, and social media campaigns. Therefore, they become loyal because they were satisfied with the taste given.
The research has several limitations. First, this research was conducted solely on Millennial and Gen Z samples at Sushi Tei Japanese restaurant customers. This research focuses on Millennials and Gen Z based on observation.
Service quality influences customer loyalty, and e-CRM influences customer loyalty. Furthermore, customer satisfaction influences customer satisfaction.
However, social media campaigns do not have a significant effect on customer loyalty. Based on the above research results, it can be concluded that customers who get offers from Sushi Tei's social media campaigns are satisfied with the information provided.
Service quality has a significant effect on customer satisfaction. Meanwhile, e-CRM has a significant influence on customer satisfaction. Social media campaigns have a significant effect on customer satisfaction.
Service quality has a significant effect on customer satisfaction (β= 0,238). According to previous research, there is a significant influence and relationship between service quality dimensions on customer satisfaction (Rod et al.

The results also show that Japanese taste has a significant effect on customer loyalty. Service quality influences customer loyalty, and e-CRM influences customer loyalty. Furthermore, customer satisfaction influences customer satisfaction.

The hypothesis was tested using path analysis. The hypothesis testing results indicate that there is a significant effect of Japanese taste on customer satisfaction.

This research focuses on Millennials and Gen Z based on observation. The observation shows that Gen Z and Millennials dominate sushi Tei customers. -Second, it exclusively directed Sushi Tei in Indonesia, especially Jakarta.

The quality of service from Sushi Tei employees can also meet its customers' expectations so that they become loyal to the dishes served and enjoy Japanese cuisine at Sushi Tei

Social media campaigns have a significant effect on customer satisfaction. The results also show that Japanese taste has a significant effect on customer loyalty. Service quality influences customer loyalty, and e-CRM influences customer loyalty.

This research can be explored more in Sushi Tei outlets in other countries. The study suggests that a larger sample in other big cities and even in other countries can be used to see each variable’s effect.

30. These results indicate that regression model II, the variables of Japanese taste, service quality, e-CRM, and customer satisfaction, significantly affect the dependent variable directly, customer loyalty (see Table 5). However, social media campaign has no significant effect on customer loyalty variable because it is greater than 0.

This research was conducted to determine the effect of Japanese taste, service quality, e-CRM, social media campaigns, and customer satisfaction on customer loyalty. Customer satisfaction becomes an intervening variable.

후속연구

-Second, it exclusively directed Sushi Tei in Indonesia, especially Jakarta. This research can be explored more in Sushi Tei outlets in other countries. The study suggests that a larger sample in other big cities and even in other countries can be used to see each variable’s effect.

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표제어: PCR

동의어: Packet Collision Rate

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용어 설명: PCR은 세균 특이성이 있는 primer를 이용하여 적은 수의 세균이 있을지라도 쉽게 검출할 수 있는 유용한 방법이며, 이를 이용하여 구강 내 치면세균막이나 타액에서 직접 세균을 검출할 수 있게 되었다[8].

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