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All Journal JURNAL BISNIS STRATEGI Jurnal Bisnis dan Manajemen JWM (JURNAL WAWASAN MANAJEMEN)
Yuwono, Daniel
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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AN ANALYSIS OF FACTORS INFLUENCING CUSTOMERS’ ACCEPTANCE OF SMART RESTAURANTS IN JAKARTA, INDONESIA. Yuwono, Daniel; Supandi, Sophan; Anggiani, Sarfilianty
JWM (JURNAL WAWASAN MANAJEMEN) Vol. 12 No. 2 (2024)
Publisher : Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/jwm.v12i2.286

Abstract

Technology is becoming an essential element of business operations, and the restaurant industry is no exception. With the support of technology, smart restaurants have emerged in the food and beverage industry. This study investigates the linkage between customers’ acceptance (CA) level and smart service competencies in the Food and Beverage sector across Jakarta, as part of the technology acceptance model (TAM). The study applies a quantitative approach and convenience sampling technique to draw the samples. The data were gathered from 117 respondents and structural equation modeling was used to analyze data. Smart PLS (Partial Least Square) was used for the tool analysis. The results of this study indicate that the CA of smart restaurants was influenced by perceived of enjoyment (PE), perceived ease of use (PEOU), and perceived of price (PV). However, perceived of security (PS) does not relate to CA.
The Effect of E-Service Quality and Brand Image on E-Satisfaction with Customer Loyalty as an Intevening Variable Yuwono, Daniel; Anggiani, Sarfilianty
JURNAL BISNIS STRATEGI Vol 33, No 1 (2024): July
Publisher : Magister Manajemen, Fakultas Ekonomika dan Bisnis Undip

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jbs.33.1.45-70

Abstract

The research to analyze and test the influence of brand image and e-service quality on e-loyalty with e-satisfaction as an intervening variable for Shopee consumers in Semarang City. The population of this research is Shopee consumers in Semarang City. Data was obtained using an online questionnaire via Google Form, namely 65 respondents. The data analysis method used is descriptive analysis and Partial Least Square analysis (SEM-PLS). Analysis is assisted by the Smart PLS 3.0 program. The research results show that e-service quality (X1) has a positive and significant effect on customer satisfaction (Y1), brand image (X2) has a negative and insignificant effect on customer satisfaction (Y1), e-service quality (X1) has a positive and significant effect on customer loyalty (Y), brand image (X2) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) has a positive and significant effect on customer loyalty (Y), customer satisfaction (Z) improves e-service quality relationships (X1) to customer loyalty (Y), customer satisfaction (Z) increases the relationship between brand image (X1) to customer loyalty (Y).
The Effect of Expectations Disconfirmation and Employee Expertise on Revisit Intention and Recommendation through Tourists’ Satisfaction: EDT Lens Yuwono, Daniel; Syofyan, Syofriza; Aseanty, Deasy; Usman, Bahtiar
Jurnal Bisnis dan Manajemen Vol. 11 No. 2 (2024): Jurnal Bisnis dan Manajemen Volume 11 Nomor 2 Tahun 2024
Publisher : University of Merdeka Malang

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Abstract

This study aims to analyse the effect of customer expectations (disconfirmation) and employee expertise on revisit interest and the tendency to recommend through customer satisfaction as an intervening variable. This study uses a quantitative research design with an explanatory research approach. Data were collected through questionnaires distributed to tourists. Data analysis using Structural Equation Modeling (SEM) with WarpPLS.The results showed that: Customer expectation (disconfirmation) and employee expertise have a positive effect on customer satisfaction. As well as customer satisfaction has a positive effect on return visit interest and the tendency to recommend. This study make a significant contribution to the understanding of the relationship between customer expectations (disconfirmation), employee expertise, customer satisfaction, return visit interest, and propensity to recommend. The results of this study can also help the tourism industry to develop appropriate strategies and programmes to improve customer expectations (disconfirmation), employee expertise, and customer satisfaction.
Co-Authors Aseanty, Deasy Bahtiar Usman, Bahtiar Sarfilianty Anggiani, Sarfilianty Supandi, Sophan Syofriza Syofyan, Syofriza