Gusti Noorlitaria Achmad

After restrictions on community activities caused by the COVID-19 pandemic were lifted, numerous businesses, including restaurants and cafes, have already resumed normal operations. Competition is also unavoidable. Thus, companies should motivate their managers to develop various operational strategies to increase customer satisfaction. This study aims to analyze the relationship between customer satisfaction and operational management activities, including layout, decoration, location, and cleanliness. In addition, it examines human resource management, food quality, and atmosphere as mediating variables. Data were obtained using an online questionnaire conducted between June and December 2021. A total of 1,068 clients of cafes and restaurants were selected as the participants using purposive random sampling. Data were evaluated using variance-based structural equation modeling. The results showed that operational management activities promote cafes and restaurants (p-value = 0.000). Furthermore, this study indicates the role of infrastructure elements, specifically human resource management, atmosphere, and food quality, as moderating variables on customer satisfaction (p-value = 0.000). Overall, the findings of this empirical study provide a theoretical contribution by emphasizing cafe and restaurant operational strategies that enhance customer satisfaction.

This study aims to explore the factors influencing individuals’ intention to use digital banking services and investigate the role of Resonance FOMO (Fear of Missing Out) in moderating the relationship between intention and actual usage behavior in Indonesia. Quantitative methodologies are implemented in the investigation, utilizing Structural Equation Modeling with WarpPLS for data analysis. A survey was conducted with 380 respondents in Indonesia using a Likert-scale questionnaire to measure various variables, including Effort Expectancy, Hedonic Motivation, Facilitating Conditions, Price Value, Performance Expectancy, and Perceived Risk. The results indicate that Effort Expectancy, Performance Expectancy, Price Value, and Perceived Risk significantly impact users’ intention to use digital banking services, while Facilitating Conditions and Hedonic Motivation did not have a significant influence. Furthermore, the study reveals that Intention to Use strongly affects actual Use Behavior, with Resonance FOMO acting as a positive moderator, the relationship between intention and behavior is improved. The results offer significant understanding of the psychological and environmental elements influencing digital banking adoption in emerging markets. These results offer practical implications for digital banking providers and policymakers seeking to increase user acceptance and engagement by addressing these key influencing factors.