PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN DAN PERSEPSI HARGA TERHADAP KEPUASAN PELANGGAN PADA WARUNG AYAM PANGGANG BANGI

This research aims to determine product quality (X1), service quality (X2), and price perception (X3) on customer satisfaction (Y) at the Bangi Grilled Chicken Restaurant. Sample of 200 people. Data analysis techniques include validity tests, reliability tests, normality tests, heteroscedasticity tests, multicollinearity tests, multiple linear regression analysis, and t tests. The research method used is descriptive quantitative. The research results show that in the validity test each question item on the variables (product quality, service quality, and price perception) has a significance value of 0.60 so that the question is declared reliable. Then, in the t test, it is known that each variable has a significance value of t t table so that product quality, service quality and price perception partially influence customer satisfaction at Bangi Grilled Chicken Restaurant

IMC customer-based perception: strategic antecedents and consequences on post-purchase customer behaviour

Last decades Integrated Marketing Communications (IMC) have been mainly analysed from a managerial perspective, overlooking the customer opinion. Thus, this research studies IMC customer-based perception, its strategic antecedents and consequences on post-purchase customer behaviour (satisfaction, word-of-mouth recommendations, and repurchase intention), from a multi-country perspective. The structural equation modelling and multi-group analysis are based on the customers´ survey data in Belarus and Spain. The results suggest that technology orientation positively affects IMC, and, customer orientation does not. IMC positively affects customer satisfaction, which in turn positively impacts on WOM and repurchase intention. WOM does not influence on repurchase intention. IMC directly affects WOM and repurchase intention in Spain and does not in Belarus, which is the significant country difference

The role of customer experience in building brand loyalty within the service context

Customer experience theory, research, and practice represent an evolving area of study within the marketing discipline. Despite its importance, the customer experience concept remains vague and lacks a thorough theoretical foundation. This study addresses this gap in the literature and examines the antecedents and consequences of customer experience from customer perspectives. The study provides a conceptual framework building from a qualitative study and the existing literature. This article includes a formal test of the framework using a large-scale survey of British customers to examine their experience with resort-hotel brands. The results show price perception, core services, and word-of-mouth have a direct impact on how customers interpret their experiences with resort-hotel brands; perceived service quality plays a mediatory role in the relationship between servicescape, core service, and customer experience. Measuring validation strength of customer experience upon brand loyalty by best fit in combination with cross-sample predictive validity models is a valuable contribution of this study

Customer perception of switch-feel in luxury sports utility vehicles

Successful new product introduction requires that product characteristics relate to the customer on functional, emotional, aesthetic and cultural levels. As a part of research into automotive human machine interfaces (HMI), this paper describes holistic customer research carried out to investigate how the haptics of switches in luxury sports utility vehicles (SUVs) are perceived by customers. The application of these techniques, including an initial proposal for objective specifications, is addressed within the broader new product introduction context, and benefits described. One-hundred and one customers of SUVs assessed the feel of automotive push switches, completing the tasks both in, and out of vehicles to investigate the effect of context. Using the semantic differential technique, hedonic testing, and content analysis of customers’ verbatim comments, a holistic picture has been built up of what influences the haptic experience. It was found that customers were able to partially discriminate differences in switch-feel, alongside considerations of visual appearance, image, and usability. Three factors named ‘Affective’, ‘Robustness and Precision’, and ‘Silkiness’ explained 61% of the variance in a principle components analysis. Correlations of the factors with acceptance scores were 0.505, 0.371, and 0.168, respectively

EVALUATING ENTERPRISE AGILITY – AN EXPLORATORY RESEARCH ON CONSUMER BEHAVIOR INDICATORS

Starting from a model of the factors which are directly involved in the consumer’s buying behavior – brand image, the perception of purchase risk, the attitude towards the product category and, in this context, the attitude towards the brand, the buying iAgile enterprise, exploratory research, focus group, brand image, customer preferences, buyer risk, customer attitude, buying intentions, post-purchase satisfaction.

New distribution channels in service firms: marketing and organizational consequences.

This paper aims at showing marketing and organizational impacts of the diversification of distribution channels, i.e. interfaces between distributor and consumer, on the service encounter between customers and a service firm in retail banking. Interactions between branches, the outgoing call-centre and the incoming call-centre are scrutinized. Our study highlights four main results : (a) New distribution channels use is linked to customer profile, and lack of customer capacity to participate is a major restraint to customer willingness to participate. (b) New distribution channels favour potential customer opportunism for a limited number of customers. Two forms of opportunism are shown: active and premeditated opportunism versus the incoming call-centre, “spontaneous” or “incident” opportunism when called by the outgoing call-centre. (c) To limit potential opportunism, the bank insists on formal coordination mechanisms: process standardization, qualification standardization, direct supervision. (d) the customer acts as a “perception filter” between the different channels employees. The customer’s actions modify - positively or more generally negatively - the internal perception of branch sales people about their colleagues working in the call centre.opportunism; retail banking sector; distribution channels; multichannel distribution; intra-organizational coordination;

Investigating the impact of cross-cultural on CRM implementation: a comparative study

In a competitive world there is a need for companies to maximise all their resources. One of the resources that are often overlooked is that of existing customer base. Customer relationship management (CRM) is a tool that is becoming increasingly popular as it provides a method of maximising existing customer resource as well as adding value from the customers’ perception. CRM consists of three simultaneous considerations that drive CRM strategy: (1) people, business culture and relationships, (2) processes, and (3) technology. In a globalise economy, cross-cultural is becoming of extreme importance to many researchers and practitioners, but there is a lack of literature on the impact of cross-cultural on CRM implementation. Multinational organizations face the situation of how to adopt CRM implementation process according to differences in culture factors from country to country