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All Journal JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK Jurnal Humaniora : Jurnal Ilmu Sosial, Ekonomi dan Hukum Community Development Journal: Jurnal Pengabdian Masyarakat Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services International Journal of Social and Management Studies (IJOSMAS) JURNAL ILMIAH GLOBAL EDUCATION Prosiding Konferensi Nasional PKM-CSR Bogor Hospitality Journal RESLAJ: Religion Education Social Laa Roiba Journal TRJ (Tourism Research Journal)
Situmorang, Jimmy Muller Hasoloan
Universitas Pelita Harapan
Religion Arts Humanities Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Nursing Public Health Social Sciences Transportation Other

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Journal : JURNAL MANAJEMEN INDUSTRI DAN LOGISTIK

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Model For Measuring Customer Satisfaction And Delight In Restaurant Industry Juliana, Juliana; Antonio, Ferdi; Pramezwary, Amelda; Situmorang, Jimmy Muller Hasoloan; Djakasaputra, Arifin; Pramono, Rudy
Jurnal Manajemen Industri dan Logistik Vol 7, No 1 (2023): page 01 - 204
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1022

Abstract

The purpose of the study was to analyze the effect of brand value, brand credibility, arousal, brand love, online buying on delight and the effect of delight on intention to book a restaurant. The population of this study were restaurant customers in Indonesia, with the sample of 250 respondents collected by online questionnaires using nonprobability sampling technique with convenience sampling—data analysis  run by PLS-SEM. Overall, the results of this study are descriptive statistical analysis. This study also offers other areas that deserve more research from the perspective of practitioners and researchers. The results showed that Arousal, Brand Credibility, Brand Love, Brand Value had a positive effect on Intention to Bookrestaurants through the variable of Delight. In contrast, online purchases have no effect on Delight or the hypothesis is not supported because customers feel doubtful and dissatisfied with online purchasing services and still feel afraid due to the occurrence of many frauds in online purchases.
Model For Measuring Customer Satisfaction And Delight In Restaurant Industry Juliana, Juliana; Antonio, Ferdi; Pramezwary, Amelda; Situmorang, Jimmy Muller Hasoloan; Djakasaputra, Arifin; Pramono, Rudy
Jurnal Manajemen Industri dan Logistik Vol. 7 No. 1 (2023): May 2023
Publisher : Politeknik APP Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30988/jmil.v7i1.1022

Abstract

The purpose of the study was to analyze the effect of brand value, brand credibility, arousal, brand love, online buying on delight and the effect of delight on intention to book a restaurant. The population of this study were restaurant customers in Indonesia, with the sample of 250 respondents collected by online questionnaires using nonprobability sampling technique with convenience sampling”data analysis  run by PLS-SEM. Overall, the results of this study are descriptive statistical analysis. This study also offers other areas that deserve more research from the perspective of practitioners and researchers. The results showed that Arousal, Brand Credibility, Brand Love, Brand Value had a positive effect on Intention to Bookrestaurants through the variable of Delight. In contrast, online purchases have no effect on Delight or the hypothesis is not supported because customers feel doubtful and dissatisfied with online purchasing services and still feel afraid due to the occurrence of many frauds in online purchases.
Co-Authors Amelda Pramezwary Angela Kayleeen Hardiyanto Angelia Widhy Angelina, Jacklyn Antonio, Ferdi Christel Natalia Cindy Cindy Clara Olivia Cahyadiputri Djakasaputra, Arifin Fachrurazi Felicia Angelina Goeltom, Vasco A.H. Goeltom, Vasco Adato H. Jennifer Eve Johannes Kurniawan Juliana Juliana Juliana Juliana Juliana, Juliana Ni Nyoman Vinka Utami Nova Bernedeta Sitorus Nukak, Novia A Pramezwary, Amelda Pramono, Rudy Putri Esthi Palupi Regine Novania Sofiani, Sofiani Tandra, Jane Keisya Timba, Yosep Dudedes Valencia, Vallery Vasco A.H Goeltom Vasco Adato H Goeltom Yulius, Kevin Gustian