The influence of food quality, physical environment quality, personal interaction quality, perceived value, trust and commitment on wom intention: an empirical study on Holywings

Saidbun, Ingrid and Mayasavira, Shannita Valerie and Mesia, Vivian (2019) The influence of food quality, physical environment quality, personal interaction quality, perceived value, trust and commitment on wom intention: an empirical study on Holywings. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This research focuses on examining the factors that can influence WOM intention in the context of restaurants, such as food quality, physical environment quality, personal interaction quality, perceived value, customer satisfaction, trust and commitment. These factors can be classified into several variables; food quality, physical environment quality, personal interaction quality and perceived value are considered as the independent variables of this research, then the mediating variables are customer satisfaction, trust and commitment, and lastly, WOM intention is known as the dependent variable. A set of hypotheses was developed based on the relationship of each variable, then the conceptual model was also constructed. Henceforth, this research makes use of questionnaires formulated based on quantitative approach and distributed online, by targeting respondents who have been to Holywings beforehand. As for the sampling technique, it utilized a non-probability convenience sampling method. All variables were all put into test using PLS-SEM method and the data retrieved had been successfully processed and analyzed using SmartPLS 3.0 software. Results showed that nine out of ten hypotheses are accepted, however, one is being rejected; where food quality does not positively influence customer satisfaction. In addition, the highest result in the hypothesis testing is the relationship of customer satisfaction to trust. This study utilizes the identical conceptual model and variables, however, it used Holywings in Indonesia as the object of the study. The information provided in this study may be useful for the management of Holywings, for the sake of future maintenance and/or improvements.

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