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Antecedent and Consequences of Customerelight: A Study at Fine Dining Restaurant in Indonesia Aryani, Budi; Djasfar, Farida; Kristaung, Robert; Warsinda, Lucy
Devotion : Journal of Community Service Vol. 3 No. 4 (2022): Devotion : Journal of Community Service
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/dev.v3i4.125

This study is to analyze the role of customer delight in mediating the effect of experiential value on Word of Mouth (WOM) on customers of fine dining restaurants in Indonesia. Questionnaires were distributed using purposive sampling technique in order to obtain a sample of 250 respondents. The research data were analyzed statistically descriptive using the Partial Least Square (PLS) method. The results of the study found that experiential value variables supported by the dimensions of customer escapism, food and beverage excellence and customer efficiency showed a positive influence on customer delight and on WOM. The experiential value variable which is supported by the dimensions of food and beverage excellence has an effect on WOM if mediated by customer delight variable , experiential value variable which is supported by customer escapism dimension also affects WOM when mediated by customer delight variable. The originality of this research lies in the experiential value variable with dimensions of aesthetic experience, and service excellence turns out to have an effect on customer delight or on WOM, customer delight as a mediating variable has no effect on the dimensions of aesthetic experience, service excellence and customer efficiency on WOM. This research is limited only to fine dining restaurants. The managerial implication of this research is that experiential value can be increased through the beautiful appearance of food and beverage excellence accompanied by the appropriate temperature, the customer escapism strategy can be an attractive service alternative if it is equipped with a delightful touch.

The Impact of Social Media Brand Community and Brand-Community Commitment on Customer Based Brand Equity Kurnia, Pepey Riawati; Aryani, Budi; Sari, Dewi Purnama
International Research Journal of Business Studies Vol. 18 No. 1 (2025): April - July 2025
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21632/irjbs.18.1.27-41

In green start-up business competition, the main challenge lies in focusing on social and environmental impacts. The purpose of this study is to describe the impact of Social Media Brand Community (SMBC) on Customer-Based Brand Equity (CBBE) mediated by Brand-Community Commitment. This quantitative study uses a purposive sampling technique and the respondents of this study are members of the green start-up brand community as many as 125 respondents, data research are tested and analyzed using PLS-SEM. The findings of this study reveal that the characteristics of SMBC (shared awareness, rituals and traditions, and moral responsibility) directly affect brand awareness, perceived quality, and brand loyalty which are elements of CBBE while brand-community commitment does not affect to CBBE. To improve CBBE, it is necessary to focus on strengthening the characteristics of the brand community. The implementation of brand community in Indonesian green start-up companies has a real impact on marketing performance, especially in growing brand awareness within the community.

Antecedent and Consequences of Customerelight: A Study at Fine Dining Restaurant in Indonesia Aryani, Budi; Djasfar, Farida; Kristaung, Robert; Warsinda, Lucy
Devotion : Journal of Research and Community Service Vol. 3 No. 4 (2022): Devotion: Journal of Research and Community Service
Publisher : Green Publisher Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/dev.v3i4.125

This study is to analyze the role of customer delight in mediating the effect of experiential value on Word of Mouth (WOM) on customers of fine dining restaurants in Indonesia. Questionnaires were distributed using purposive sampling technique in order to obtain a sample of 250 respondents. The research data were analyzed statistically descriptive using the Partial Least Square (PLS) method. The results of the study found that experiential value variables supported by the dimensions of customer escapism, food and beverage excellence and customer efficiency showed a positive influence on customer delight and on WOM. The experiential value variable which is supported by the dimensions of food and beverage excellence has an effect on WOM if mediated by customer delight variable , experiential value variable which is supported by customer escapism dimension also affects WOM when mediated by customer delight variable. The originality of this research lies in the experiential value variable with dimensions of aesthetic experience, and service excellence turns out to have an effect on customer delight or on WOM, customer delight as a mediating variable has no effect on the dimensions of aesthetic experience, service excellence and customer efficiency on WOM. This research is limited only to fine dining restaurants. The managerial implication of this research is that experiential value can be increased through the beautiful appearance of food and beverage excellence accompanied by the appropriate temperature, the customer escapism strategy can be an attractive service alternative if it is equipped with a delightful touch.

KUALITAS PROGRAM DAN RELIABILITY SEBAGAI KUNCI KEPUASAN DAN LOYALITAS PELANGGAN MEDIA TELEVISI Azizah, Maram; Aryani, Budi; Hidayati, Aprihatiningrum
JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi) Vol 10, No 2 (2024): Vol 10, No. 2 (2024)
Publisher : Universitas Pakuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34203/jimfe.v10i2.10462

ABSTRAK Penelitian ini bertujuan untuk menginvestigasi pengaruh reliability dan kualitas program televisi terhadap kepuasan dan loyalitas pemirsa di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif dengan survei yang melibatkan populasi pemirsa saluran televisi nasional di Indonesia, dengan sampel sebanyak 384 responden. Data dianalisis menggunakan path analysis untuk menguji hubungan langsung dan tidak langsung antar variabel. Hasil penelitian menunjukkan bahwa secara langsung, reliability dan kualitas program berpengaruh signifikan terhadap kepuasan dan loyalitas pemirsa. Selain itu, secara tidak langsung reliability dan kualitas program berpengaruh signifikan terhadap loyalitas melalui kepuasan. Implikasi praktis penelitian ini adalah pentingnya meningkatkan reliability yang mencakup daya pancar dan pola acara, serta kualitas program yang mencakup keragaman, fleksibilitas, dan daya tarik program untuk meningkatkan kepuasan dan loyalitas pemirsa. Temuan ini memberikan wawasan bagi pengelola media televisi dalam merancang strategi untuk meningkatkan kepuasan dan loyalitas pemirsa saluran media televisi di Indonesia. ABSTRACT This study aims to investigate the effect of the reliability and quality of television programs on viewer satisfaction and loyalty in Indonesia. This study uses a quantitative approach with a survey involving the population of national television channel viewers in Indonesia, with a sample of 384 respondents. Data were analyzed using path analysis to test the direct and indirect relationships between variables. The study's results indicate that, directly, reliability and program quality significantly affect viewer satisfaction and loyalty. In addition, indirectly, reliability and program quality significantly affect loyalty through satisfaction. The practical implications of this study are the importance of increasing reliability, which includes broadcast power and program patterns, as well as program quality, which provides for diversity, flexibility, and program appeal to increase viewer satisfaction and loyalty. These findings provide insight for television media managers in designing strategies to increase viewer satisfaction and loyalty of television media channels in Indonesia.

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