Top Management, and Relational Capital, "Consumer Decision-Making in Eastern Fast Food: An Urban Surabaya Perspective on Perceived Value and Behavioral Intent
Article Sidebar
consumer satisfaction,
behavioral intentions
Main Article Content
Abstract
This study aims to examine: (1) the influence of perceived value on behavioral intentions; (2) the influence of perceived value on consumer satisfaction; (3) the influence of consumer satisfaction on behavioral intentions; and (4) the mediating role of consumer satisfaction in the relationship between perceived value and behavioral intentions. The research population comprises all customers of Surabaya Urban Area. A total of 100 respondents were selected using a convenience sampling technique. Data were collected using a structured questionnaire, and instrument validity and reliability were assessed accordingly. Hypotheses were tested through path analysis, with data processing conducted using the SPSS software. The findings indicate that: (1) perceived value significantly affects behavioral intentions; (2) perceived value significantly influences consumer satisfaction; (3) consumer satisfaction significantly affects behavioral intentions; and (4) consumer satisfaction mediates the relationship between perceived value and behavioral intentions. The study concludes that all proposed hypotheses are empirically supported.
Article Details
References
Adrian Payne, 2010, Marketing Services, Andi Offset, Yogyakarta.
Andaleeb, SS and Conway, C.2006. “Customer Satisfaction in The Restaurant Industry: An Examination of The Transaction-Specific Model”.Journal of Services Marketing.Vol. 20(1). pp. 3–11.
Andreassen, TW andLindestad, B., 1998, “Customer loyalty and complex services: theimpact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise”,International Journal of Service Industry Management,Vol. 9 (1), pp. 7–23.
Chaohui, W., Lin, L., and Qiaoyun, X., 2012, “Impact of Tourists' Perceived Value on Behavioral Intention for Mega Events: Analysis of Inbound and Domestic Tourists at Shanghai World Expo”,Chinese Geographical Science, Vol. 22 (6), pp. 742–754.
Chen, C., and Tsai, D.C., 2007, “How destination image and evaluation factors affect behavior intentions?”,Journal of Tourism Management,Vol. 28 (4), pp. 1115–1122.
Chen, Ching-Fu and Tsai, Meng-Huan, 2008, “Perceived Value, Satisfaction and Loyalty of TV Travel Product Shopping: Involvement as a Moderator”,Journal: Tourism Management, Vol. 29, p. 1166 –1171.
Chen, Ching-Fu, 2007, “Experience Quality, Perceived Value, Satisfaction and Behavioral Intentions for Heritage Tourists”,Proceedings of the 13th Asia Pacific Management Conference, Melbourne, Australia, p.1130-1136.
Clemes, MD, Wu, JH, Hu, BD, and Gan, 2009, “An Empirical Study of Behavioral Intentions in The Taiwan Hotel Industry”, Innovative Marketing, Vol. 5, Issue 3, pp. 30-50.
Fandy Tjiptono,2002, Marketing strategy,Andi Offset, Yogyakarta.
Fernandez, RS and Bonillo, MAI, 2009, “The Concept Of Perceived Value: A Systematic
Review of the Research”, Articles: Marketing Theory, Vol. 7(4), p. 427-451.
Goode, MMH andHarris, LC, 2007, “Online Behavioral Intentions: An Empirical Investigationtion of Antecedents and Moderators”, Emerald: European Journal of Marketing, Vol. 41 (5/6), pp. 512-536.
Ha, J. and Jang, SC,2010, “Perceived Values, Satisfaction, and Behavioral Intentions: The Role of familiarity in Korean restaurants”, International Journal of Hospitality Management, Vol. 29, pp. 2-13.
Hanlon, B., and Larget, B., 2011, “Samples and Populations”,Article: Department of Statistics, University of Wisconsin Madison, September, pp. 1-21.
Imam Ghazali, 2005.Multivariate Analysis Application with SPSS Program. Publishing Agency Diponegoro University, Semarang