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All Journal JAM : Jurnal Aplikasi Manajemen Buletin Ilmiah Nagari Membangun International Journal of Tourism and Hospitality in Asia Pasific
Rifandani, Eka Putri
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Effect of Experience Quality on Ethnic Restaurant Customer Loyalty: Mediating Role of Restaurant Image Hussein, Ananda Sabil; Rifandani, Eka Putri
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2150

Abstract

This study tests the relationship between experience quality, restaurant image, and customer loyalty in Indonesian ethnic restaurants. In addition, this study tests the mediating role of restaurant image in the relationship between experience quality and customer loyalty. Two hundred and five respondents participated in this study. This study employed PLS with smartPLS program to test the proposed research objectives. The findings indicated that service quality, food quality, and physical environment quality as dimensions of experience quality played essential roles in creating a positive restaurant image. Furthermore, this study found that restaurant image significantly affects customer loyalty. This study discovered the mediating functions of restaurant image in the relationship between experience quality dimensions and customer loyalty. Upon completing the research objectives, this study provides theoretical and practical contributions.
Effect of Experience Quality on Ethnic Restaurant Customer Loyalty: Mediating Role of Restaurant Image Hussein, Ananda Sabil; Rifandani, Eka Putri
International Journal of Tourism and Hospitality in Asia Pasific Vol 6, No 1 (2023): February 2023
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v6i1.2150

Abstract

This study tests the relationship between experience quality, restaurant image, and customer loyalty in Indonesian ethnic restaurants. In addition, this study tests the mediating role of restaurant image in the relationship between experience quality and customer loyalty. Two hundred and five respondents participated in this study. This study employed PLS with smartPLS program to test the proposed research objectives. The findings indicated that service quality, food quality, and physical environment quality as dimensions of experience quality played essential roles in creating a positive restaurant image. Furthermore, this study found that restaurant image significantly affects customer loyalty. This study discovered the mediating functions of restaurant image in the relationship between experience quality dimensions and customer loyalty. Upon completing the research objectives, this study provides theoretical and practical contributions.
THE ROLE OF ORGANIZATIONAL COMMITMENT AS A MEDIATING VARIABLE IN THE INFLUENCE OF ORGANIZATIONAL CULTURE AND EMPLOYEE PERFORMANCE IN THE TELECOMMUNICATION INDUSTRY Rifandani, Eka Putri; Armanu, Armanu; Hapsari, Raditha Dwi Vata
Jurnal Aplikasi Manajemen Vol. 21 No. 4 (2023)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.04.12

Abstract

Business competition has required every company to examine more deeply the appropriate strategy to use so that the company can have strong competitiveness and survive amidst quite dynamic environmental changes. Research on human resource management is expected to contribute to examining the contribution of elements that can be factors that affect employee performance. This current study examines and analyzes the effect of training and organizational culture on employee performance with the mediation of organizational commitment in the telecommunication industry. This current study focuses on mediating organizational commitment's effect on organizational culture and employee performance. One hundred ten respondents who participated in the survey were recruited by using a saturated sampling technique. The data of this quantitative study was analyzed using Structural Equation Modelling of PLS and hypothesis testing. This results study finds that the two variables have different effects: training has no significant effect on organizational commitment and employee performance, but organizational culture results in the opposite. Implications derived from this study are expected to be used by companies in their improvement efforts.
PENINGKATAN DAYA SAING UMKM PARIWISATA MELALUI PELATIHAN SERVICE EXCELLENT DAN STRATEGI SOCIAL MEDIA MARKETING DI JAWA TIMUR: Strengthening the Competitiveness of Tourism-Based MSMEs through Service Excellence and Social Media Marketing Training in East Java Rohman, Fatchur; Hapsari, Raditha; Firdausiah, Rr Ayu; Kartikasari, Ani; Rifandani, Eka Putri; Wahyuli, Eka Fais
BULETIN ILMIAH NAGARI MEMBANGUN Vol. 8 No. 1 (2025)
Publisher : LPPM (Institute for Research and Community Services) Universitas Andalas Padang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25077/bina.v8i1.750

Abstract

The tourism sector plays a strategic role in Indonesia’s economy, including in East Java Province, which holds significant potential but whose contribution to the Regional Gross Domestic Product (RGDP) remains limited. This activity aims to enhance the competitiveness and sustainability of MSMEs in the tourism sector through service excellence training and social media marketing mentoring. The method involves several stages: problem identification through Focus Group Discussions (FGDs), training sessions, mentoring, and evaluation of MSME progress. The FGDs revealed two primary challenges: low service quality and limited utilisation of social media for marketing. The service excellence training focused on improving customer service capabilities, while the social media marketing mentoring emphasised practical skills in creating digital content and using analytical tools. The results demonstrated increased knowledge and understanding among participants regarding the importance of service quality and digital marketing strategies. However, regular activity on social media remains limited due to time constraints and resource limitations. Enhancing the understanding of service excellence and boosting marketing efforts via social media are essential for helping tourism-related MSMEs in East Java to survive and grow. In conclusion, the training and mentoring initiatives proved effective in strengthening the capacity of tourism MSMEs. It is recommended that follow-up actions include advanced training and ongoing technical support to ensure the sustainability of digital transformation and service quality improvement, which in turn will contribute to competitive tourism and local economic growth.
Co-Authors Ananda Sabil Hussein Armanu, Armanu Fatchur Rohman Kartikasari, Ani Raditha Dwi Vata Hapsari Rr Ayu Firdausiah Wahyuli, Eka Fais