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Abstract
This research aims to examine and analyze the effect of perceived food quality, price fairness, perceived value perception, satisfaction on customers revisit and word of mouth on cake & bakery consumers in Yogyakarta and Surakarta. Model and hypothesis testing have been tested using a sample of 250 respondents with a population from cake & bakery visitors in the Yogyakarta and Surakarta areas. The sampling technique used is purposive sampling. The Structural Equation Modeling (SEM) method used to test the research model is AMOS version 24. The data variables used in this case include perceived food quality, price fairness, perceived value, satisfaction, customers revisit and word-of-mouth intentions. The model built eight hypotheses. Based on the results of the study, it is shown that the perceived food quality has a positive effect on price fairness, perceived value, and satisfaction.Price fairness has no effect on perceived value and price fairness has a positive effect on visitor satisfaction.Perceived value has a positive effect on satisfaction. Satisfaction has a positive effect on revisit and word-of-mouth intentions.
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Copyright (c) 2022 Fadia Haya Wijayantiarni, Ratna Roostika
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References
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- Bolton, E. L., Warlop, L., & Alba, W. Joseph. (2003) ‘Consumer Perceptions of Price (Un) Fairness’, Journal of Consumer Research, 29(4), pp. 474- 491. https://doi.org/10.1086/346244
- Cheung, L., Gallan, A., Bolton, R. N., McColl-Kennedy, J. R. Orsingher, C., Witell, L., & Zaki, M. (2018) ‘Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms’, 29(5), pp. 776-808. Journal of Servicer Management. https://doi.org/10.1108/JOSM-04-2018-0113
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- Ghozali, I. (2017) ‘Structural Equation Modeling Metode Alternatif Dengan Partial Least Square PLS’, (Edisi 3). Semarang: BP. UNDIP.
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- Hair, et al. (2010) ‘Multivariate Data Analysis, (8 th Edition). Georgia: Pearson Prentice Hall
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- Konuk, F. A. (2019) ‘The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants’, Journal of Retailing and Consumer Services, 50, pp. 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
- Kotler, P., & Keller, K. (2016) ‘Marketing Management (15th edition). USA: Pearson Education Limited.
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- Lee, A., Assion, L.B. (2011) ‘Perceived price fairness of dynamic pricing’, Journal of Industrial Management & Data Systems, 111(4), pp. 531- 550. https://doi.org/10.1108/02635571111133533
- Nguyen, T. H., & Gizaw, A. (2015) ‘Factors That Influence Consumer Purchasing Decisions Of Private Label Food Products’, Bachelor Thesis in Business Administration FOA214.
- Ryu, K. & Han, H. (2009) ‘Influence of The Quality of Food, Service, and Physical Environment on Customer Satisfaction in Quick-casual Restaurants: Moderating Role of Perceived Price’, Journal of Hospitality & Tourism Research, 34(3), pp. 310-329. https://doi.org/10.1177/1096348009350624
- Spreng, R. A., & Mackoy, R. D. (1996) ‘An Empirical Examination of a Model of Perceived Service Quality and Satisfaction’, Journal of Retailing, 72(2), pp. 201-214. https://doi.org/10.1016/S0022-4359(96)90014-7
- Tjiptono, Fandy G. C. (2016). ‘Service, Quality dan Satisfaction’. Yogyakarta: Andi Offset.
- Xia, L., Monroe, K. B., & Cox, J. L. (2004). ‘The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions’, Journal of Marketing, 68(4), pp. 1-15. https://doi.org/10.1509/jmkg.68.4.1.42733
- Yuliantoro, R., Syah, T. Y. R., Pusaka, S., Darmansyah, H. S. (2019) ‘ Implementation of Marketing Mix Strategy For Start-Up Business: Fruit Combining’, RJOAS, 3(87), pp. 220-230. https://doi.org/10.18551/rjoas.2019-03.26
References
Beldona, S., Kwansa, K. (2008) ‘The Impact of Cultural Orientation on Perceived Fairness Over Demand-based Pricing’, International Journal of Hospitality Management, 27(4), pp. 594-603. https://doi.org/10.1016/j.ijhm.2007.07.024
Bolton, E. L., Warlop, L., & Alba, W. Joseph. (2003) ‘Consumer Perceptions of Price (Un) Fairness’, Journal of Consumer Research, 29(4), pp. 474- 491. https://doi.org/10.1086/346244
Cheung, L., Gallan, A., Bolton, R. N., McColl-Kennedy, J. R. Orsingher, C., Witell, L., & Zaki, M. (2018) ‘Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms’, 29(5), pp. 776-808. Journal of Servicer Management. https://doi.org/10.1108/JOSM-04-2018-0113
Chung, N., Lee, K. C., & Lee, S. (2011) ‘Exploring of Personal Schema on Trust Transfer and Switching Costs in Brick-and-click Bookstores’, Journal Information & Management, 48(8), pp. 364-370. https://doi.org/10.1016/j.im.2011.09.002
Fakhrudin, A. (2019) ‘Pengaruh Kewajaran Harga Dan Citra Perusahaan Terhadap Keputusan Pembelian Ulang Pada Penumpang Maskapai Citilink Indonesia’, Jurnal Manajemen Bisnis, 10(1), pp. 55–72. https://doi.org/10.18196/mb.10168
Ghozali, I. (2017) ‘Structural Equation Modeling Metode Alternatif Dengan Partial Least Square PLS’, (Edisi 3). Semarang: BP. UNDIP.
Hair, et al. (1998) ‘Multivariate Data Analysis, (7 th Edition)’. Georgia: Pearson Prentice Hall
Hair, et al. (2010) ‘Multivariate Data Analysis, (8 th Edition). Georgia: Pearson Prentice Hall
Harrison, Walker, L. Jean. (2001) ‘The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential Antecedents’, Journal of Service Research, 4(1), pp. 60–75. ttps://doi.org/10.1177/109467050141006
Herrmann, A., L. Xia, K. B. Monroe, & F. Huber. (2007) ‘The Influence of Price Fairness on Costomer Satisfaction: an Empirical Test in the Context of Automobile Purchases’, Journal of Product & Brand Management, 16(1), pp. 49-58. https://doi.org/10.1108/10610420710731151
Konuk, F. A. (2019) ‘The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants’, Journal of Retailing and Consumer Services, 50, pp. 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kotler, P., & Keller, K. (2016) ‘Marketing Management (15th edition). USA: Pearson Education Limited.
Kwun, J., D. (2011) ‘Effect of Campus Foodservice Attributes on Perceived Value, Satisfaction, and Consumer Attitude: A Gender-difference Approach’, International Journal Hospitality Management, 30(2), pp. 252-261. https://doi.org/10.1016/j.ijhm.2010.09.001
Lee, A., Assion, L.B. (2011) ‘Perceived price fairness of dynamic pricing’, Journal of Industrial Management & Data Systems, 111(4), pp. 531- 550. https://doi.org/10.1108/02635571111133533
Nguyen, T. H., & Gizaw, A. (2015) ‘Factors That Influence Consumer Purchasing Decisions Of Private Label Food Products’, Bachelor Thesis in Business Administration FOA214.
Ryu, K. & Han, H. (2009) ‘Influence of The Quality of Food, Service, and Physical Environment on Customer Satisfaction in Quick-casual Restaurants: Moderating Role of Perceived Price’, Journal of Hospitality & Tourism Research, 34(3), pp. 310-329. https://doi.org/10.1177/1096348009350624
Spreng, R. A., & Mackoy, R. D. (1996) ‘An Empirical Examination of a Model of Perceived Service Quality and Satisfaction’, Journal of Retailing, 72(2), pp. 201-214. https://doi.org/10.1016/S0022-4359(96)90014-7
Tjiptono, Fandy G. C. (2016). ‘Service, Quality dan Satisfaction’. Yogyakarta: Andi Offset.
Xia, L., Monroe, K. B., & Cox, J. L. (2004). ‘The Price is Unfair! A Conceptual Framework of Price Fairness Perceptions’, Journal of Marketing, 68(4), pp. 1-15. https://doi.org/10.1509/jmkg.68.4.1.42733
Yuliantoro, R., Syah, T. Y. R., Pusaka, S., Darmansyah, H. S. (2019) ‘ Implementation of Marketing Mix Strategy For Start-Up Business: Fruit Combining’, RJOAS, 3(87), pp. 220-230. https://doi.org/10.18551/rjoas.2019-03.26