Social Interaction Services as Mediation between Corporate Image and Social Interaction Satisfaction
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Published:
Dec 30, 2023
Keywords:
Social Interaction Services, Social Interaction Satisfaction
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Articles
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Abstract
MSMEs are currently growing rapidly, especially MSMEs that provide social interaction services in restaurants or cafes. Social interaction develops along with the existence of social media. This has resulted in competition for MSMEs as social interaction service providers. Consumers who interact socially will return to transactions if they feel satisfaction when interacting socially. Therefore, realizing customer satisfaction is important for MSMEs, so that consumers want to come back and recommend it to others. This research aims to examine the effect of corporate image on social interaction satisfaction, examine the effect of social interaction services on social interaction satisfaction and examine the role of social interaction in mediating corporate image with social interaction satisfaction. This research was conducted on consumers who are socially interacting in restaurants or cafes in Purwokerto. The study was conducted in 58 restaurants or cafes with a consumer sample size of 310 respondents. The analytical tool used is a structural equation model (SEM) with PLS software. This study concludes with the effect of corporate image on social interaction satisfaction. There is an influence of social interaction on the satisfaction of social interaction and social interaction services can mediate the company's image with the satisfaction of social interaction.
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How to Cite
Kurniawan, A. A., Kartawan, K., Setyawati, S., & Nida, F. (2023). Social Interaction Services as Mediation between Corporate Image and Social Interaction Satisfaction. ProBisnis : Jurnal Manajemen, 14(6), 833–839. https://doi.org/10.62398/probis.v14i6.435
References
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Bearden, W. O. (1977). Determinant attributes of store patronage-downtown versus outlying shopping centers. Journal of Retailing, 53(2), 15-&.
Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction, and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of bank marketing, 16(7), 276-286.
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Chen, W.-J., & Chen, M.-L. (2014). Factors affecting the hotel's service quality: Relationship marketing and corporate image. Journal of hospitality marketing & management, 23(1), 77-96.
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Doyle, P., & Fenwick, I. (1974). How store image affects shopping habits in grocery chains. Journal of Retailing, 50(4), 39-52.
The driver, M. (2002). Exploring student perceptions of group interaction and class satisfaction in the web-enhanced classroom. The Internet and Higher Education, 5(1), 35-45.
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Fielding, K. S., McDonald, R., & Louis, W. R. (2008). Theory of planned behavior, identity, and intentions to engage in environmental activism. Journal of environmental psychology, 28(4), 318-326.
Han, H., & 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 (2017), 82-92.
Houston, M. J., & Nevin, J. R. (1981). Retail shopping area image: structure and congruency between downtown areas and shopping centers. ACR North American Advances.
Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York: John Wiley & Sons.
Hussein, A. S. (2018). Effects of Brand Experience on Brand Loyalty in Indonesian Casual Dining Restaurant: Roles of Customer Satisfaction and Brand of Origin. Tourism and hospitality management, 24(1), 119-132.
Kandampully, J., & Hu, H.-H. (2007). Do hoteliers need to manage image to retain loyal customers? International Journal of Contemporary Hospitality Management, 19(6), 435-443.
Kazoleas, D., Kim, Y., & Anne Moffitt, M. (2001). Institutional image: a case study. Corporate Communications: an international journal, 6(4), 205-216.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. the Journal of Marketing, 1-22.
Kim, B. (2012). Understanding key factors of users' intentions to repurchase and recommend digital items in social virtual worlds. Cyberpsychology, Behavior, and Social Networking, 15(10), 543-550.
Ladhari, R., Souiden, N., & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10-18.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980-986.
LeBlanc, G., & Nguyen, N. (1996). An examination of the factors that signal hotel image to travelers. Journal of Vacation Marketing, 3(1), 32-42.
Lindquist, J. D. (1974). Meaning of image-survey of empirical and hypothetical evidence. Journal of Retailing, 50(4), 29-+.
Mohammed, A., & Rashid, B. (2018). A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry. Kasetsart Journal of Social Sciences, 39(2), 358-364.
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction, and loyalty: A test of mediation. International business research, 3(4), 72.
Mouratidis, K. (2019). Built environment and leisure satisfaction: The role of commute time, social interaction, and active travel. Journal of Transport Geography, 80, 102491.
Rajaguru, R. (2016). Role of value for money and service quality on behavioral intention: A study of full service and low-cost airlines. Journal of Air Transport Management, 53, 114-122.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Rein, I., Kotler, P., & Haider, D. (1993). Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States, and Nations.
Ryu, K., & Han, H. (2010). 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.
Ryu, K., Han, H., & Kim, T.-H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-469.
Ryu, K., Lee, H.-R., & Gon Kim, W. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Sharma, P., & Nayak, J. K. (2018). Testing the role of tourists' emotional experiences in predicting destination image, satisfaction, and behavioral intentions: A case of wellness tourism. Tourism Management Perspectives, 28, 41-52.
Song, H., Wang, J., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50-59.
Srivastava, M., & Kaul, D. (2014). Social interaction, convenience, and customer satisfaction: The mediating effect of customer experience. Journal of Retailing and Consumer Services, 21(6), 1028-1037.
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82-95.
Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K., & Chen, X. (2016). Reputation and intentions: the role of satisfaction, identification, and commitment. Journal of Business Research, 69(9), 3261-3269.
Tajfel, H. (1974). Social identity and intergroup behavior. Information (International Social Science Council), 13(2), 65-93.
Tobin, S. S., & Neugarten, B. L. (1961). Life satisfaction and social interaction in the aging. Journal of Gerontology.
Tsai, H.-T., & Huang, H.-C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information & Management, 44(3), 231-239.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling consumer satisfaction processes using experience-based norms. Journal of marketing research, 20(3), 296-304.
Yoo, J., & Park, M. (2016). The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands. Journal of Business Research, 69(12), 5775-5784.
Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image, and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. Sciences, 8(2), 452-474.
Assael, H. (1984). Consumer behavior and marketing action: Kent Pub. Co.
Bearden, W. O. (1977). Determinant attributes of store patronage-downtown versus outlying shopping centers. Journal of Retailing, 53(2), 15-&.
Bloemer, J., & De Ruyter, K. (1998). On the relationship between store image, store satisfaction, and store loyalty. European Journal of Marketing, 32(5/6), 499-513.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of bank marketing, 16(7), 276-286.
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image, and loyalty: new versus experienced customers. European Journal of Marketing, 42(9/10), 1095-1105.
Chen, W.-J., & Chen, M.-L. (2014). Factors affecting the hotel's service quality: Relationship marketing and corporate image. Journal of hospitality marketing & management, 23(1), 77-96.
Conner, K. A., Powers, E. A., & Bultena, G. L. (1979). Social interaction and life satisfaction: An empirical assessment of late-life patterns. Journal of Gerontology, 34(1), 116-121.
Dowling, G. R. (1988). Measuring corporate images: A review of alternative approaches. Journal of Business Research, 17(1), 27-34.
Doyle, P., & Fenwick, I. (1974). How store image affects shopping habits in grocery chains. Journal of Retailing, 50(4), 39-52.
The driver, M. (2002). Exploring student perceptions of group interaction and class satisfaction in the web-enhanced classroom. The Internet and Higher Education, 5(1), 35-45.
Engel, J. F. a. B., R. D. . (1982). Consumer behavior. New York: Dryden Press.
Fielding, K. S., McDonald, R., & Louis, W. R. (2008). Theory of planned behavior, identity, and intentions to engage in environmental activism. Journal of environmental psychology, 28(4), 318-326.
Han, H., & 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 (2017), 82-92.
Houston, M. J., & Nevin, J. R. (1981). Retail shopping area image: structure and congruency between downtown areas and shopping centers. ACR North American Advances.
Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York: John Wiley & Sons.
Hussein, A. S. (2018). Effects of Brand Experience on Brand Loyalty in Indonesian Casual Dining Restaurant: Roles of Customer Satisfaction and Brand of Origin. Tourism and hospitality management, 24(1), 119-132.
Kandampully, J., & Hu, H.-H. (2007). Do hoteliers need to manage image to retain loyal customers? International Journal of Contemporary Hospitality Management, 19(6), 435-443.
Kazoleas, D., Kim, Y., & Anne Moffitt, M. (2001). Institutional image: a case study. Corporate Communications: an international journal, 6(4), 205-216.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. the Journal of Marketing, 1-22.
Kim, B. (2012). Understanding key factors of users' intentions to repurchase and recommend digital items in social virtual worlds. Cyberpsychology, Behavior, and Social Networking, 15(10), 543-550.
Ladhari, R., Souiden, N., & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10-18.
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980-986.
LeBlanc, G., & Nguyen, N. (1996). An examination of the factors that signal hotel image to travelers. Journal of Vacation Marketing, 3(1), 32-42.
Lindquist, J. D. (1974). Meaning of image-survey of empirical and hypothetical evidence. Journal of Retailing, 50(4), 29-+.
Mohammed, A., & Rashid, B. (2018). A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry. Kasetsart Journal of Social Sciences, 39(2), 358-364.
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction, and loyalty: A test of mediation. International business research, 3(4), 72.
Mouratidis, K. (2019). Built environment and leisure satisfaction: The role of commute time, social interaction, and active travel. Journal of Transport Geography, 80, 102491.
Rajaguru, R. (2016). Role of value for money and service quality on behavioral intention: A study of full service and low-cost airlines. Journal of Air Transport Management, 53, 114-122.
Ratanavaraha, V., Jomnonkwao, S., Khampirat, B., Watthanaklang, D., & Iamtrakul, P. (2016). The complex relationship between school policy, service quality, satisfaction, and loyalty for educational tour bus services: A multilevel modeling approach. Transport Policy, 45, 116-126.
Rein, I., Kotler, P., & Haider, D. (1993). Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States, and Nations.
Ryu, K., & Han, H. (2010). 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.
Ryu, K., Han, H., & Kim, T.-H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-469.
Ryu, K., Lee, H.-R., & Gon Kim, W. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Sharma, P., & Nayak, J. K. (2018). Testing the role of tourists' emotional experiences in predicting destination image, satisfaction, and behavioral intentions: A case of wellness tourism. Tourism Management Perspectives, 28, 41-52.
Song, H., Wang, J., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79, 50-59.
Srivastava, M., & Kaul, D. (2014). Social interaction, convenience, and customer satisfaction: The mediating effect of customer experience. Journal of Retailing and Consumer Services, 21(6), 1028-1037.
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82-95.
Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K., & Chen, X. (2016). Reputation and intentions: the role of satisfaction, identification, and commitment. Journal of Business Research, 69(9), 3261-3269.
Tajfel, H. (1974). Social identity and intergroup behavior. Information (International Social Science Council), 13(2), 65-93.
Tobin, S. S., & Neugarten, B. L. (1961). Life satisfaction and social interaction in the aging. Journal of Gerontology.
Tsai, H.-T., & Huang, H.-C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information & Management, 44(3), 231-239.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling consumer satisfaction processes using experience-based norms. Journal of marketing research, 20(3), 296-304.
Yoo, J., & Park, M. (2016). The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands. Journal of Business Research, 69(12), 5775-5784.