Pengaruh Karakteristik Toko terhadap Pengalaman Konsumen Gerai Kopi
Downloads
This research attempts to examine the impact of the coffee shop characteristics towards the consumers experience when they visit the coffee shop. The coffee shop characteristics including functional, atmosphere, design, and social characteristics. The population of this study are all Surabaya productive age residents, and the sample of this study was determined using Quota Sampling and the Isaac and Michael formula with the respondents requirements are those who had been visiting and/or consuming products directly at Starbucks Surabaya on maximum of 2 -3 months before filling out the questionnaire, with total of 384 respondents needed to be obtained. The questionnaire was distributed online and offline, with total 369 questionnaires are used in this study. This research uses SEM analysis. This research found that only the functional and social characteristics of the coffee shop have significant effect on the experience gained by its consumers; while the atmosphere and design characteristics have no significant effect, as the design characteristics have negative effect on the consumers experience. The practical contribution of research for the coffee shop owner are to maintains functional and social aspects as well as, improving aspects of design characteristics and atmosphere so that consumers gain experience when visiting.
Badan Pusat Statistik. 2020. Istilah - Badan Pusat Statistik, Badan Pusat Statistik Web Site.
Badan Pusat Statistik Kota Surabaya. 2018. Kota Surabaya Dalam Angka - Surabaya Municipality in Figures 2018. Surabaya.
Bungin, B. 2015. Metodologi Penelitian Sosial & Ekonomi: Format-format Kuantitatif dan Kualitatif untuk Studi Sosiologi, Kebijakan Publik, Komunikasi, Manajemen, dan Pemasaran, Edisi Pertama Cetakan ke-2. Jakarta: Prenadamedia Group.
Coskun, M., Gupta, S. dan Burnaz, S. 2019. Human crowding and store messiness: Drivers of retail shopper confusion and behavioral intentions. Journal of Consumer Behaviour 18: 313–331.
Datta, V. 2017. A Conceptual Study on Experiential Marketing: Importance, Strategic Issues and Its Impact. International Journal of Research-Granthaalayah 5(7): 26–30.
Dey, D. K. dan Srivastava, A. 2017. Impulse buying intentions of young consumers from a hedonic shopping perspective. Journal of Indian Business Research.
Dian, N. F. dan Artanti, Y. 2013. Pengaruh Kelompok Acuan Dan Atmosfir Restoran Terhadap Keputusan Pembelian Konsumen Starbucks Coffee. Jurnal Ilmu Manajemen 1(2): 414–427.
Ghozali. 2017. Model Persamaan Struktural. Konsep dan Aplikasi Dengan Program AMOS 24.0. Update Bayesian SEM. Universitas Diponegoro.
Haryono, S. 2017. Metode SEM Untuk Penelitian Manajemen dengan AMOS LISREL PLS. Jakarta: Luxima Metro Media.
Hongari, E. A. 2017. Studi Deskriptif Customer Experience Berdasarkan Kano's Model di Starbucks Galaxy Mall Surabaya. Calyptra: Jurnal Ilmiah Mahasiswa Universitas Surabaya 6(2): 761–774.
Hoyer, W. D. et al. 2020. Transforming the Customer Experience Through New Technologies. Journal of Interactive Marketing.
Hussain, R. dan Ali, M. 2015. Effect of Store Atmosphere on Consumer Purchase Intention. International Journal of Marketing Studies 7(2): 35–43.
Johnson, K. K. P. et al. 2015. Keeping customers shopping in stores: interrelationships among store attributes, shopping enjoyment, and place attachment. The International Review of Retail, Distribution and Consumer Research. Taylor & Francis 25(1): 20–34.
Keiningham, T. et al. 2020. Customer Experience Driven Business Model Innovation. Journal of Business Research 116: 431–440.
Leha, J. M. dan Subagio, H. 2014. Pengaruh Atribut Cafe Terhadap Motif Belanja Hedonik Motif Belanja Utulitarian Dan Loyalitas Pelanggan Starbucks Coffee di The Square Apartement Surabaya. Jurnal Manajemen Pemasaran Petra 2(1): 1–12.
Lucia-Palacios, L., Pérez-López, R. dan Polo-Redondo, Y. 2016. Cognitive, affective and behavioural responses in mall experience. International Journal of Retail & Distribution Management.
Marlius, D. 2017. Keputusan Pembelian Berdasarkan Faktor Psikologis Dan Bauran Pemasaran Pada PT. Intercom Mobilindo Padang. Jurnal Pundi 1(1).
Melkisedek, M. H. 2017. Kafe sebagai Gaya Hidup Masyarakat Konsumerisme (Studi Kasus pada Starbucks). Jurnal Desain Komunikasi Visual Nirmana 17(1): 53–58.
Merdin-Uygur, E. 2018. Chapter 5: Experience Consumption in Turkey. Marketing Management in Turkey : 223–244.
Nurmanisa, A., Wilopo dan Sanawiri, B. 2016. Analisis Customer Segment, Channels, dan Customer Relationship dalam pembentukan Value Proposition di Starbucks Coffee (Studi Kasus pada Starbucks Coffee Indonesia). Jurnal Administrasi Bisnis 34(1): 10–18.
Pine, B. J. I. dan Gilmore, J. H. 1999. The experience economy: work is theatre & every business a stage. Choice Reviews Online. Boston: Harvard Business Review Press 37(04): 37-2254-37–2254.
Pragita, A. A., DH, A. F. dan Kumadji, S. 2013. Pengaruh Store Atmosphere (Suasana Toko) Terhadap Emosi Dan Dampaknya Kepada Keputusan Pembelian (Survei pada Pengunjung Baker’s Kings di Mall Olimpic Garden Malang). Profit: Jurnal Administrasi Bisnis 7(1).
Roggeveen, A. L., Grewal, D. dan Schweiger, E. B. 2020. The DAST framework for retail atmospherics: The impact of in-and out-of-store retail journey touchpoints on the customer experience. Journal of Retailing 96(1): 128–137.
Ryu, K. dan Jang, S. 2008. Influence of restaurant’s physical environments on emotion and behavioral intention. The Service Industries Journal 28(8): 1151–1165.
Sachdeva, I. dan Goel, S. 2015. Retail store environment and customer experience: a paradigm. Journal of Fashion Marketing and Management.
Santoso, I. 2016. Peran kualitas produk dan layanan, harga dan atmosfer rumah makan cepat saji terhadap keputusan pembelian dan kepuasan konsumen. The Asian Journal of Technology Management. Institut Teknologi Bandung, School of Business and Management, 15(1): 94.
Sitinjak, M. F., Pangaribuan, C. H. dan Tafriza, N. 2019. Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting?. Binus Business Review10(1): 31–40.
Sukma, E. A., DH, A. F. dan Yaningwati, F. 2012. Suasana toko dalam menciptakan emosi dan pengaruhnya terhadap keputusan pembelian (survey pada pengunjung retail Hypermart Malang Town Square Kota Malang). Profit : Jurna Administrasi Bisnis 6(1).
Sunyoto, D. 2013. Metode dan Instrumen Penelitian (Untuk Ekonomi dan Bisnis). Yogyakarta: CAPS (Center for Academic Publishing Service).
Triantafillidou, A. dan Siomkos, G. 2014. Consumption experience outcomes: satisfaction, nostalgia intensity, word-of-mouth communication and behavioural intentions. Journal of Consumer Marketing.
Triantafillidou, A., Siomkos, G. dan Papafilippaki, E. 2017. The effects of retail store characteristics on in-store leisure shopping experience. International Journal of Retail and Distribution Management.
Uusitalo, O. 2001. Consumer perceptions of grocery retail formats and brands,” International Journal of Retail & Distribution Management 29(5): 214–225.
Wicaksono, A. F. W. dan Prihastuti, D. R. 2017. Pengaruh Experiential Marketing terhadap Kepuasan pelanggan Starbucks Coffee Shop. Jurnal Ekonomi Manajemen 2(1): 285–302.
Widarjono, A. 2010. Analisis Statistika Multivariat Terapan, dilengkapi Aplikasi SPSS dan AMOS. Yogyakarta: UPP STIM YKPN.
Widjoyo, I. O. 2013. Analisa pengaruh kualitas layanan terhadap kepuasan konsumen pada layanan drive thru McDonald’s Basuki Rahmat di Surabaya. Jurnal Strategi Pemasaran 1(1).
Authors who publish with this journal agree to the following terms:
1. The author(s) hold the copyright of the article without restrictions.
2. The author(s) retain publishing rights without restrictions
3. The legal formal aspect of journal publication accessibility refers to Creative Commons Attribution (CC BY).
