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Abstract
Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas pelayanan dan kualitas pengalaman terhadap sikap dan loyalitas konsumen yang dimediasi oleh persepsi melalui studi kasus pada Bee Dyoti Hidden Café. Pesatnya pertumbuhan industri makanan telah menyebabkan persaingan yang ketat di industri makanan. Para manajer bersaing dengan menawarkan berbagai fasilitas, kualitas pelayanan dan penyajian terbaik guna memberikan nilai tambah terhadap pelayanan yang diberikan dan menjadikan restoran sebagai pilihan utama konsumen. Sampel yang digunakan dalam penelitian ini adalah 270 responden yang mengunjungi Bee Dyoti Hidden Café. Teknik pengambilan sampel yang digunakan adalah convenience sampling. Teknik analisis data yang digunakan adalah analisis SEM dan diolah dengan aplikasi AMOS versi 24. Hasil penelitian menunjukkan bahwa terdapat pengaruh yang positif dan signifikan terhadap kualitas pelayanan, kualitas pengalaman, nilai yang dirasakan, sikap, dan loyalitas.
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Copyright (c) 2022 Muhammad Shodiq Helmyzan, Ratna Roostika
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References
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- Arifin, S., Suharyono, and Wilopo (2013) “Pengaruh perceived price dan perceived value pada produk bundling terhadap minat beli”, Jurnal Administrasi Bisnis (JAB), 1(2), pp. 168-176.
- Bowen, J. T., and Chen, S. L. (2001) “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, 13(5), pp. 213-217.
- Chen, C.-F., and Chen, F.-S. (2010) “Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists”, Tourism Management, 31(1), pp. 29–35. doi:10.1016/j.tourman.2009.02.008
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- Cronin Jr, J. J., Brady, M. K., and Hult, G. T. M. (2000) “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, 76(2), pp. 193-218.
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- European Commission. (2012) The Common Agricultural Policy – A Story To Be Continued. Luxembourg: Publications Office of the European Union.
- Gagić, S., Tešanovi, D., and Joviči, A. (2013) “The vital components of restaurant quality that affect guest satisfaction”, TURIZAM, 17(4), pp. 166-176.
- Ghozali, I. (2017) Model Persamaan Struktural Konsep Dan Aplikasi Dengan Program AMOS 24 (7th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
- Ghozali, I. (2018) Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (9th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
- Grace, D., and O’Cass, A. (2004) “Examining service experiences and post‐consumption evaluations”, Journal of Services Marketing, 18(6), pp. 450-461
- Japarianto, E. (2010) “Sikap relatif dan komitmen jangka panjang konsumen dalam model loyalitas (Studi Kasus pada PT Garuda Citilink)”, Jurnal Manajemen Pemasaran, 5(1), pp. 14-21.
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- Lee, Anne H.J. (2012) The Creative Food Economy and Culinary Tourism through Place Branding: ‘TERROIR’ Into a Creative and Environmentally Friendly Taste of a Place. Doctoral Thesis. University of Waterloo, Ontario, Canada.
- Lemke, F., Clark, M., and Wilson, H. (2010) “Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique”, Journal of the Academy of Marketing Science, 39, pp. 846-869.
- Mauludin, H. (2013) Marketing Research. Panduan Bagi Manajer, Pimpinan Perusahaan Organisasi. Jakarta. Elex Media Komputindo.
- Medeiros, C.O., Salay, E., (2013) “A Review of Food Service Selection Factors Important to the Consumer” Food and Public Health, 3(4), pp. 176–190.
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- Petrick, J. F. (2004) “The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions”, Journal of Travel Research, 42(4), pp. 397-407.
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- Tjiptono, F. and Gregorius C. (2016) Service, Quality & Satisfaction. Yogyakarta: CV Andi Offset.
- Venkat, R. (2007) “Impact of customer experience on satisfaction, brand image and loyalty: A study in a business-to-business context”.
- Widyawati, N. (2008) “Pengaruh kepercayaan dan komitmen serta bauran pemasaran jasa terhadap loyalitas konsumen di hotel zakiah medan”, Jurnal Ekonomi dan Keungan, 12(1), pp. 74-96. https://doi.org/10.24034/j25485024.y2008.v12.i1.239
- Wu, H. C., Li, M. Y., and Li, T. (2018) “A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention”, Journal of Hospitality & Tourism Research, 42(1), pp. 26-73.
- Yamin, S., and Kurniawan, H. (2009) SPSS complete: Teknik analisis statistik terlengkap dengan software SPSS. Jakarta: Salemba Infotek.
- Zeithaml V. A., Berry, L. L., and Parasuraman A. (1998) “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60(2), pp. 31-46 https://doi.org/10.2307/1251929.
References
Ajzen, I., and Fishbein, M. (2000) “Attitudes and the attitude-behavior relation: Reasoned and automatic processes”, European review of social psychology, 11(1), pp. 1-33.
Arifin, S., Suharyono, and Wilopo (2013) “Pengaruh perceived price dan perceived value pada produk bundling terhadap minat beli”, Jurnal Administrasi Bisnis (JAB), 1(2), pp. 168-176.
Bowen, J. T., and Chen, S. L. (2001) “The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management, 13(5), pp. 213-217.
Chen, C.-F., and Chen, F.-S. (2010) “Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists”, Tourism Management, 31(1), pp. 29–35. doi:10.1016/j.tourman.2009.02.008
Chiu, C. M., Chang, C. C., Cheng, H. L., and Fang, Y. H. (2009) “Determinants of customer repurchase intention in online shopping”, Online Information Review, 33(4), pp. 761-784.
Cronin Jr, J. J., Brady, M. K., and Hult, G. T. M. (2000) “Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments”, Journal of Retailing, 76(2), pp. 193-218.
Eggert A. and Ulaga W. (2002) “Customer perceived value: a substitute for satisfaction in business markets?”, Journal of Business & Industrial Marketing, 17(2/3), pp. 107–118. https://doi. org/ 10.1108/08858620210419754.
European Commission. (2012) The Common Agricultural Policy – A Story To Be Continued. Luxembourg: Publications Office of the European Union.
Gagić, S., Tešanovi, D., and Joviči, A. (2013) “The vital components of restaurant quality that affect guest satisfaction”, TURIZAM, 17(4), pp. 166-176.
Ghozali, I. (2017) Model Persamaan Struktural Konsep Dan Aplikasi Dengan Program AMOS 24 (7th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2018) Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (9th ed.). Semarang: Badan Penerbit Universitas Diponegoro.
Grace, D., and O’Cass, A. (2004) “Examining service experiences and post‐consumption evaluations”, Journal of Services Marketing, 18(6), pp. 450-461
Japarianto, E. (2010) “Sikap relatif dan komitmen jangka panjang konsumen dalam model loyalitas (Studi Kasus pada PT Garuda Citilink)”, Jurnal Manajemen Pemasaran, 5(1), pp. 14-21.
Kamtarin, M. (2012) “The Effect of Electronic Word of Mouth, Trust and Perceived Value on Behavioral Intention from the Perspective of Consumers” International Journal of Academic Research in Economics and Management Sciences, 1, pp. 56-66.
Lee, Anne H.J. (2012) The Creative Food Economy and Culinary Tourism through Place Branding: ‘TERROIR’ Into a Creative and Environmentally Friendly Taste of a Place. Doctoral Thesis. University of Waterloo, Ontario, Canada.
Lemke, F., Clark, M., and Wilson, H. (2010) “Customer Experience Quality: An Exploration in Business and Consumer Contexts Using Repertory Grid Technique”, Journal of the Academy of Marketing Science, 39, pp. 846-869.
Mauludin, H. (2013) Marketing Research. Panduan Bagi Manajer, Pimpinan Perusahaan Organisasi. Jakarta. Elex Media Komputindo.
Medeiros, C.O., Salay, E., (2013) “A Review of Food Service Selection Factors Important to the Consumer” Food and Public Health, 3(4), pp. 176–190.
Oh, D., Yoo, M., and Lee, Y. (2019) “A holistic view of the service experience at coffee franchises: A cross-cultural study” International Journal of Hospitality Management, 82, pp. 68–81. doi:10.1016/j.ijhm.2019.03.022
Osanloo, B., and Khodami, S. (2011) “A measurement of the service quality perceived by the customers with the market sensitivity approach”, Business Management, 3(10), pp. 1-18.
Petrick, J. F. (2004) “The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions”, Journal of Travel Research, 42(4), pp. 397-407.
Ryu K., Han H., and Jang SS. (2010) “Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry”, International Journal of Contemporary Hospitality Management, 22(3), pp. 416–432.
Ryu, K., Han, H. and Kim, T.H. (2008) “The Relationships among Overall Quick-Casual Restaurant Image, Perceived Value, Customer Satisfaction and Behavioural Intentions”, International Journal of Hospitality Management, 27, pp. 459-469. http://dx.doi.org/10.1016/j.ijhm.2007.11.001
Suhartanto, D., et al. (2019) “Loyalty formation toward Halal food: integrating the quality–loyalty model and the religiosity–loyalty model”, British Food Journal, 112(1), pp. 48-59.
Tjiptono, F. and Gregorius C. (2016) Service, Quality & Satisfaction. Yogyakarta: CV Andi Offset.
Venkat, R. (2007) “Impact of customer experience on satisfaction, brand image and loyalty: A study in a business-to-business context”.
Widyawati, N. (2008) “Pengaruh kepercayaan dan komitmen serta bauran pemasaran jasa terhadap loyalitas konsumen di hotel zakiah medan”, Jurnal Ekonomi dan Keungan, 12(1), pp. 74-96. https://doi.org/10.24034/j25485024.y2008.v12.i1.239
Wu, H. C., Li, M. Y., and Li, T. (2018) “A study of experiential quality, experiential value, experiential satisfaction, theme park image, and revisit intention”, Journal of Hospitality & Tourism Research, 42(1), pp. 26-73.
Yamin, S., and Kurniawan, H. (2009) SPSS complete: Teknik analisis statistik terlengkap dengan software SPSS. Jakarta: Salemba Infotek.
Zeithaml V. A., Berry, L. L., and Parasuraman A. (1998) “The Behavioral Consequences of Service Quality”, Journal of Marketing, 60(2), pp. 31-46 https://doi.org/10.2307/1251929.