FACTORS INFLUENCING WORD OF MOUTH INTENTION IN THE HEALTHY RESTAURANT INDUSTRY IN JAKARTA, INDONESIA
DOI:
https://doi.org/10.14738/abr.811.9320Abstract
This research aims to understand whether food quality, personal interaction quality, physical environment qualtiy, and perceived value are positively related to satisfaction and its impact to commitment, trust, and word of mouth. The target population are customers who dined in healthy restaurants in Jakarta. The data was collected using questionnaire. There was a total of 403 respondents involved using convenience sampling method. The data was analyzed using Partial Least Square-Structural Equation Modeling approach of SmartPLS 3.0 software. The results show that the food quality, personal interaction quality, physical environment quality, and perceived value were positively related to satisfaction. In addition, satisfction was also positively related to trust, commitment, and word of mouth. Meanwhile, commitment was positively related to word of mouth. However, trust was not positively related to word of mouth.
Keywords: Food Quality, Personal Interaction Quality, Physical Environment Quality, Perceived Value, Satisfaction, Trust, Commitment, Word of Mouth.
References
REFERENCES
Alexandrov, A., Lilly, B., & Babakus, E. (2013). The effects of social- and self-motives on the intentions to share positive and negative word of mouth. 531–546. doi: 10.1007/s11747-012-0323-4
Basri, N. A. H., Ahmad, R., Anuar, F. I., & Ismail, K. A. (2016). Effect of word of mouth communication on consumer purchase decision: Malay Upscale Restaurant. Procedia - Social and Behavioral Sciences, 222, 324-331. doi: 10.1016/j.sbspro.2016.05.175
Beltrán, M. del P. D., & Romero, Y. M. H. (2019). Healthy eating and restaurants. A review of recent evidence in the literature. Ciência & Saúde Coletiva, 24(3), 853-864. doi: 10.1590/1413-81232018243.03132017
Bihamta, H., Jayashree, S., Rezaei, S., Okumus, F., & Rahimi, R. (2017). Dual pillars of hotel restaurant food quality satisfaction and brand loyalty. British Food Journal, 119(12), 2597-2609. doi: 10.1108/BFJ-07-2016-0344
Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the Word: Investigating Antecedents of Consumers’ Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context. Journal of the Academy of Marketing Science, 33(2), 123-138. doi: 10.1177/0092070304268417
Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction, and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen’s Bed and Breakfast Industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287. doi: 10.1080/10941665.2011.647041
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), 188-204. doi: 10.1108/09604521311312228
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik, dan Aplikasi menggunakan SmartPLS 3.0. Badan Penerbit Universitas Diponegoro Semarang.
Gill, J., & Johnson, P. (2002). Research Methods For Managers. SAGE Publications
Gul, R. (2014). The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty. Journal of Public Administration and Governance, 4(3), 368.
Ha, J., & Jang., S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520-529. doi: 10.1016/j.ijhm.2009.12.005
Hamid, M. R. A., Sami, W., & Sidek, M. H. M. (2017). Discriminant validity assessment: use of Fornell & Larcker criterion versus HTMT criterion. Journal of Physics Conference Series, 890(1). doi: 10.1088/1742-6596/890/1/012163
Han, H. S., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82-92. doi: 10.1016/j.ijhm.2017.03.006
Han, H., & Ryu, K. (2012). Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants. Cornell Hospitality Quarterly, 53(2), 96-109.
Hennig-Thurau, T. (2000). Relationship Quality and Customer Retention through Strategic Communication of Customer Skills. Journal of Marketing Management, 16, 62. doi: 10.1362/026725700785100497
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. doi: 10.1007/s11747-014-0403-8
Henseler, J. (2017). Bridging Design and Behavioral Research with Variance-Based Structural Equation Modeling. Journal of Advertising, 46(1), 178-192. doi: 10.1080/00913367.2017.1281780
Jalilvand, M. R., Samiei, N., Dini, B. & Yaghoubi, P. (2012), Examining the structural relationships of electronic word of mouth, destination image, tourist attitude toward destination and travel intention: an integrated approach. Journal of Destination Marketing Management, 1(1-2), 134-143. doi:10.1016/j.jdmm.2012.10.001
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th ed.). Prentice Hall, NJ.
Mbango, P. (2018). Examining the effects of customer satisfaction on commitment and repurchase intentions of branded products. Cogent Social Sciences, 4(1), 1-17. doi: 10.1080/23311886.2018.1521056
Purnasari, H., & Yuliando, H. (2015). How Relationship Quality on Customer Commitment Influences Positive e-WOM. Agriculture and Agricultural Science Procedia, 3, 149-153.
Rauyruen, P., & Miller, K. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31. doi: 10.1016/j.jbusres.2005.11.006
Ryu, K., & Han, H. (2009). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality & Tourism Research, 34(3), 310-329. doi: 10.1177/1096348009350624
Sekaran, U., & Bougie, R. (2016). Research Methods for Business. John Wiley & Sons Ltd.
Sekarsari, L. A. (2018). Hubungan antara restaurant image, perceived value, customer satisfaction, dan behavioral intention. KINERJA Jurnal Ekonomi & Manajemen, 15(2), 108-119. doi: 10.29264/jkin.v15i2.3743
Seo, S. & Lee, H. (2017). What makes restaurateurs adopt healthy restaurant initiatives? British Food Journal, 119(12), 2583-2596. doi: 10.1108/BFJ-06-2016-0285
Soleimani, A. G., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1-14. doi: 10.1080/23311886.2018.1560651
Susilowati, Y, & Yasri. (2018, November). The Effect of Service Quality and Customer Satisfaction toward Word of Mouth Intention. Proceedings of the 2nd Padang International Conference on Education, Economics, Business, and Accounting, Padang, Indonesia. Retrieved from https://download.atlantis-press.com/article/125907934.pdf
Tripathi, G. (2017). Customer satisfaction and word of mouth intentions: testing the mediating effect of customer loyalty. Journal of Services Research, 17(2), 1-16.
Tsao, W. C., & Hsieh, M. T. (2012). Exploring how relationship quality influences positive eWOM: the importance of customer commitment. Total Quality Management & Business Excellence, 23(7-8), 821-835. doi: 10.1080/14783363.2012.661137
Utama, A. (2019, January). 10 Restoran Makanan Sehat di Jakarta. Harper’s Bazaar Indonesia. https://www.harpersbazaar.co.id/articles/read/1/2019/6293/10-Restoran-Makanan-Sehat-di-Jakarta
Vieira, A., Winklhofer, H., & T. Ennew, C. (2008). Relationship Quality: a literature review and research agenda. Journal of Customer Behaviour, 278. doi: 10.1362/147539208X386833
Walliman, N. (2011). Research Methods: the basics. Routledge Taylor & Francis Group.
Wahab, R. A., Nurdiyanah, R., Ahmad, F., & Shukri, Z. (2018). Perceived value, customers’ satisfaction, and behavioral intention in relation to seafood restaurants in Johor Bahru. Malaysian Applied Biology, 47(4), 95-106.
Walsh, G., Hennig-Thurau, T., Sassenberg, K., & Bornemann, D. (2010). Does relationship quality matter in e-services? A comparison of online and offline retailing. 17, 130–142.
Wirtz, J., & Chew, P. (2002). The effects of incentives, deal proneness, satisfaction, and tie strength on word-of-mouth behaviour. International Journal of Service Industry Management, 13(2), 141-162. doi: 10.1108/09564230210425340
Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 36-37
Alexandrov, A., Lilly, B., & Babakus, E. (2013). The effects of social- and self-motives on the intentions to share positive and negative word of mouth. 531–546. doi: 10.1007/s11747-012-0323-4
Basri, N. A. H., Ahmad, R., Anuar, F. I., & Ismail, K. A. (2016). Effect of word of mouth communication on consumer purchase decision: Malay Upscale Restaurant. Procedia - Social and Behavioral Sciences, 222, 324-331. doi: 10.1016/j.sbspro.2016.05.175
Beltrán, M. del P. D., & Romero, Y. M. H. (2019). Healthy eating and restaurants. A review of recent evidence in the literature. Ciência & Saúde Coletiva, 24(3), 853-864. doi: 10.1590/1413-81232018243.03132017
Bihamta, H., Jayashree, S., Rezaei, S., Okumus, F., & Rahimi, R. (2017). Dual pillars of hotel restaurant food quality satisfaction and brand loyalty. British Food Journal, 119(12), 2597-2609. doi: 10.1108/BFJ-07-2016-0344
Brown, T. J., Barry, T. E., Dacin, P. A., & Gunst, R. F. (2005). Spreading the Word: Investigating Antecedents of Consumers’ Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context. Journal of the Academy of Marketing Science, 33(2), 123-138. doi: 10.1177/0092070304268417
Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction, and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen’s Bed and Breakfast Industry. Asia Pacific Journal of Tourism Research, 18(3), 262-287. doi: 10.1080/10941665.2011.647041
Choi, B. J., & Kim, H. S. (2013). The impact of outcome quality, interaction quality, and peer-to-peer quality on customer satisfaction with a hospital service. Managing Service Quality: An International Journal, 23(3), 188-204. doi: 10.1108/09604521311312228
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik, dan Aplikasi menggunakan SmartPLS 3.0. Badan Penerbit Universitas Diponegoro Semarang.
Gill, J., & Johnson, P. (2002). Research Methods For Managers. SAGE Publications
Gul, R. (2014). The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty. Journal of Public Administration and Governance, 4(3), 368.
Ha, J., & Jang., S. (2010). Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment. International Journal of Hospitality Management, 29(3), 520-529. doi: 10.1016/j.ijhm.2009.12.005
Hamid, M. R. A., Sami, W., & Sidek, M. H. M. (2017). Discriminant validity assessment: use of Fornell & Larcker criterion versus HTMT criterion. Journal of Physics Conference Series, 890(1). doi: 10.1088/1742-6596/890/1/012163
Han, H. S., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82-92. doi: 10.1016/j.ijhm.2017.03.006
Han, H., & Ryu, K. (2012). Key Factors Driving Customers’ Word-of-Mouth Intentions in Full-Service Restaurants. Cornell Hospitality Quarterly, 53(2), 96-109.
Hennig-Thurau, T. (2000). Relationship Quality and Customer Retention through Strategic Communication of Customer Skills. Journal of Marketing Management, 16, 62. doi: 10.1362/026725700785100497
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. doi: 10.1007/s11747-014-0403-8
Henseler, J. (2017). Bridging Design and Behavioral Research with Variance-Based Structural Equation Modeling. Journal of Advertising, 46(1), 178-192. doi: 10.1080/00913367.2017.1281780
Jalilvand, M. R., Samiei, N., Dini, B. & Yaghoubi, P. (2012), Examining the structural relationships of electronic word of mouth, destination image, tourist attitude toward destination and travel intention: an integrated approach. Journal of Destination Marketing Management, 1(1-2), 134-143. doi:10.1016/j.jdmm.2012.10.001
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th ed.). Prentice Hall, NJ.
Mbango, P. (2018). Examining the effects of customer satisfaction on commitment and repurchase intentions of branded products. Cogent Social Sciences, 4(1), 1-17. doi: 10.1080/23311886.2018.1521056
Purnasari, H., & Yuliando, H. (2015). How Relationship Quality on Customer Commitment Influences Positive e-WOM. Agriculture and Agricultural Science Procedia, 3, 149-153.
Rauyruen, P., & Miller, K. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21-31. doi: 10.1016/j.jbusres.2005.11.006
Ryu, K., & Han, H. (2009). Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price. Journal of Hospitality & Tourism Research, 34(3), 310-329. doi: 10.1177/1096348009350624
Sekaran, U., & Bougie, R. (2016). Research Methods for Business. John Wiley & Sons Ltd.
Sekarsari, L. A. (2018). Hubungan antara restaurant image, perceived value, customer satisfaction, dan behavioral intention. KINERJA Jurnal Ekonomi & Manajemen, 15(2), 108-119. doi: 10.29264/jkin.v15i2.3743
Seo, S. & Lee, H. (2017). What makes restaurateurs adopt healthy restaurant initiatives? British Food Journal, 119(12), 2583-2596. doi: 10.1108/BFJ-06-2016-0285
Soleimani, A. G., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), 1-14. doi: 10.1080/23311886.2018.1560651
Susilowati, Y, & Yasri. (2018, November). The Effect of Service Quality and Customer Satisfaction toward Word of Mouth Intention. Proceedings of the 2nd Padang International Conference on Education, Economics, Business, and Accounting, Padang, Indonesia. Retrieved from https://download.atlantis-press.com/article/125907934.pdf
Tripathi, G. (2017). Customer satisfaction and word of mouth intentions: testing the mediating effect of customer loyalty. Journal of Services Research, 17(2), 1-16.
Tsao, W. C., & Hsieh, M. T. (2012). Exploring how relationship quality influences positive eWOM: the importance of customer commitment. Total Quality Management & Business Excellence, 23(7-8), 821-835. doi: 10.1080/14783363.2012.661137
Utama, A. (2019, January). 10 Restoran Makanan Sehat di Jakarta. Harper’s Bazaar Indonesia. https://www.harpersbazaar.co.id/articles/read/1/2019/6293/10-Restoran-Makanan-Sehat-di-Jakarta
Vieira, A., Winklhofer, H., & T. Ennew, C. (2008). Relationship Quality: a literature review and research agenda. Journal of Customer Behaviour, 278. doi: 10.1362/147539208X386833
Walliman, N. (2011). Research Methods: the basics. Routledge Taylor & Francis Group.
Wahab, R. A., Nurdiyanah, R., Ahmad, F., & Shukri, Z. (2018). Perceived value, customers’ satisfaction, and behavioral intention in relation to seafood restaurants in Johor Bahru. Malaysian Applied Biology, 47(4), 95-106.
Walsh, G., Hennig-Thurau, T., Sassenberg, K., & Bornemann, D. (2010). Does relationship quality matter in e-services? A comparison of online and offline retailing. 17, 130–142.
Wirtz, J., & Chew, P. (2002). The effects of incentives, deal proneness, satisfaction, and tie strength on word-of-mouth behaviour. International Journal of Service Industry Management, 13(2), 141-162. doi: 10.1108/09564230210425340
Wulf, K., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration. Journal of Marketing, 36-37
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Published
2020-11-27
How to Cite
bernarto, innocentius. (2020). FACTORS INFLUENCING WORD OF MOUTH INTENTION IN THE HEALTHY RESTAURANT INDUSTRY IN JAKARTA, INDONESIA . Archives of Business Research, 8(11), 126–140. https://doi.org/10.14738/abr.811.9320
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