Predicting Customer Satisfaction and Customer-Company Identification in Enhancing Halal Restaurant Loyalty: Service Encounters Perspective

DOI

10.2991/aebmr.k.210311.071How to use a DOI?

Keywords

service encounters, customer satisfaction, customer-company identification, halal restaurant loyalty

Abstract

This study proposes a theoretical framework of halal service encounters includes physical environments, service-employee to customer interaction, and customer-to-customer interaction to predict customer satisfaction and customer-company identification. Hence, it verifies the effect of customer satisfaction and customer-company identification on halal restaurant loyalty. The result of the survey from 520 favorite halal restaurants customers in Semarang City Indonesia, shows that all the elements of halal service encounters include physical environments, service employee-to-customer interaction, and customer-to-customer interaction positively affect customer satisfaction. Hence, physical environments cannot successfully predict customer-company identification, while service employee-to-customer and customer-to-customer interaction positively affect customer-company identification. Two of the elements of halal service encounters namely service employee-to-customer interaction and customer-to-customer interaction have become good predictors of both customer satisfaction and customer-company identification. Finally, both customer satisfaction and customer-company identification affect halal restaurant loyalty. This study discusses the results, offer managerial implication, and state the limitation of this study as well as recommends for further study.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Ali Mursid
PY  - 2021
DA  - 2021/03/13
TI  - Predicting Customer Satisfaction and Customer-Company Identification in Enhancing Halal Restaurant Loyalty: Service Encounters Perspective
BT  - Proceedings of the 3rd International Conference on Banking, Accounting, Management and Economics (ICOBAME 2020)
PB  - Atlantis Press
SP  - 356
EP  - 361
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210311.071
DO  - 10.2991/aebmr.k.210311.071
ID  - Mursid2021
ER  -