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All Journal Proceeding National Conference Business, Management, and Accounting (NCBMA) International Journal of Economics, Business Management and Accounting
Thomas
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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MORE THAN TASTE: INVESTIGATING THE MODERATING IMPACT OF CAFE ATMOSPHERE BETWEEN FOOD QUALITY AND SERVICE QUALITY THROUGH CUSTOMER SATISFACTION Danny Philipe Bukidz; Thomas
Proceeding National Conference Business, Management, and Accounting (NCBMA) 8th National Conference Business, Management, and Accounting
Publisher : Faculty of Economics and Business Universitas Pelita Harapan

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Abstract

This research examines the impact moderating Café Atmosphere (CA)between food quality (FQ) and service quality (SQ) through customer satisfaction (CS) within the café sector. Research method using structural equation modeling (SEM) via SmartPLS. The goal is to explore both the direct impacts of these factors and the moderating effect of the store atmosphere on customer satisfaction. Data was gathered from 100 participants, and the analysis included both outer and inner model assessments to confirm the construction of validity and reliability. The findings indicate SQ (β = 0.391, t = 4.025, p < 0.001), FQ (β = 0.279, t = 2.996, p = 0.001), and CA (β = 0.161, t = 1.888, p = 0.030) all have a significant positive impact on customer satisfaction. Moderation analysis reveals that CA plays a significant role in moderating the relationship between SQ and CS (β = –0.176, t = 2.766, p = 0.003), suggesting that an enhanced environment can compensate for other factors. However, the store atmosphere's moderating effect on the link between FQ and CS is found to be not statistically significant (β = 0.077, t = 1.240, p = 0.108). The model explains 76.3% of the variance in CS (R² = 0.763), demonstrating substantial explanatory power. These results offer valuable theoretical insights into service management and practical recommendations for café businesses seeking to improve customer satisfaction through a comprehensive service approach.
The Impact of Services Quality, Word of Mouths, Facility, Price Towards Customers Satisfaction for Hotel JW Marriott Medan Thomas
International Journal of Economics, Business Management and Accounting (IJEBMA) Vol. 1 No. 1 (2019): January 2019
Publisher : MultiTech Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59890/ijebma.v1i1.215

Abstract

This study investigates the correlation between service quality, word of mouth referrals, facility attributes, pricing, and their collective influence on customer satisfaction at JW Marriott Medan hotel. Through a comprehensive analysis of these factors, the research aims to unveil their relative contributions to overall customer contentment. By discerning the key drivers of satisfaction, this study offers valuable insights to JW Marriott Medan's management for refining their strategies, potentially fostering elevated customer satisfaction, positive reviews, and a competitive edge in the hotel industry
Co-Authors Aini, Nur Fadilah Bukidz, Danny Philipe Dachlan, Rudy Syafariansyah M. Astri Yulidar Abbas Siti Rohmah Wahyuti, Sri