PERAN EXPERIENCE QUALITY DAN CUSTOMER PERCEIVED-VALUE TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY: STUDI PADA OUTDOOR CAFÉ DI YOGYAKARTA
DOI:
https://doi.org/10.56127/jaman.v4i2.1611Keywords:
Experience Quality, Customer Perceived-Value, Customer Satisfaction, Customer LoyaltyAbstract
Penelitian ini bertujuan untuk mengetahui pengaruh dari experience quality dan customer perceived-value terhadap customer satisfaction dan customer loyalty pada outdoor café yang ada di Yogyakarta. Penelitian ini menggunakan data primer dari jenis penelitian kuantitatif dan teknik pengambilan sampel non-probability sampling dengan metode purposive sampling. Data dikumpulkan dari 157 responden dengan menyebarkan kuesioner online. Analisis data yang digunakan adalah SmartPLS 3.0. Experience quality memiliki pengaruh signifikan terhadap customer satisfaction; experience quality tidak memiliki pengaruh yang signifikan terhadap customer loyalty; customer perceived-value menunjukkan pengaruh yang kuat terhadap customer satisfaction, dan customer perceived-value berpengaruh signifikan terhadap customer loyalty.
References
Afroza, K., & Haque, A. (2022). Students’ Satisfaction in Campus Cafeterias: An Empirical Study on Public Universities at Klang Valley in Malaysia. International Journal of Innovative Research and Publications, 2, 58–77. https://doi.org/10.51430/ijirp.2022.25.004
Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. The TQM Journal, 35(2), 519–539. https://doi.org/10.1108/TQM-06-2021-0158
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
Ajzen, I. (2005). Attitudes, Personality and Behaviour (2nd ed.). McGraw-Hill Education. https://books.google.co.id/books?id=dmJ9EGEy0ZYC
Ajzen, I., & Fishbein, M. (1977). Attitude-Behavior Relations: A Theoretical Analysis and Review of Empirical Research. Psychological Bulletin, 84(5), 888–918. https://doi.org/10.1037//0033-2909.84.5.888
Anh, T. T., Duc, T. T., Thi, T. T., & Hong, N. T. (2020). Evaluating the determinants of Vietnamese frequent flyers’ loyalty in civil aviation industry: The case of Delta air lines. Management Science Letters, 10(2), 391–398. https://doi.org/10.5267/j.msl.2019.8.031
Asmara, T., Maruta, , IGN Anom, & Mulyati, A. (2023). Pertunjukan Live Music, Customer Experience, Cafe Atmosphere Terhadap Customer Satisfaction Di Cafe Playgo Kota Sidoarjo. Agroterap, 1(2), 100–107. https://doi.org/10.30996/agro.v1i2.9896
Atsnawiyah, D., Rizan, M., & Rahmi. (2021). The Influence of Cafe Atmosphere and Food Quality on Customer Satisfaction in Building Customer Loyalty of Masalalu Café Rawa Domba Jakarta. Jurnal Dinamika Manajemen Dan Bisnis, 5(1), 113–138. https://doi.org/10.21009/jdmb.05.1.6
Bagozzi, R. P. (1992). The Self-Regulation of Attitudes , Intentions , and Behavior. Social Psychology Quarter, 55(2), 178–204. http://www.jstor.org/stable/2786945
Bengül, S. süreyy., & Güven, Ö. Z. (2019). The Effects of Physical Environment Quality, Food Quality and Service Quality on The Perceived Value, Customer Satisfaction and Customer Loyalty in Food and Beverage Businesses. Balıkesir University The Journal of Social Sciences Institute, 22(42), 375–406. https://doi.org/10.31795/baunsobed.657536
Bernarto, I., Berlinanto, M. P., Meilani, Y. F. C. P., & Suryawan, I. N. (2020). The Influence of Brand Awareness, Brand Image, and Brand Trust on Brand Loyalty. XXIV(03), 412–426. https://doi.org/http://dx.doi.org/10.24912/jm.v24i3.676
Cahyono, E. T., & Syahril, M. (2023). Pengaruh iklan dan duta merek terhadap keputusan pembelian pada pelanggan shopee. Gema Ekonomi, 12(2), 558–569.
Calza, F., Sorrentino, A., & Tutore, I. (2023). Combining corporate environmental sustainability and customer experience management to build an integrated model for decision-making. Management Decision, 61(13), 54–84. https://doi.org/10.1108/MD-05-2022-0613
Campbell, D. T. (1963). Social Attitudes and Other Acquired Behavioral Dispositions. In Psychology: A study of a science. Study II. Empirical substructure and relations with other sciences. Volume 6. Investigations of man as socius: Their place in psychology and the social sciences. (pp. 94–172). McGraw-Hill. https://doi.org/10.1037/10590-003
Carrillat, F. A., Jaramillo, F., & Mulki, J. P. (2007). The validity of the SERVQUAL and SERVPERF scales. International Journal of Service Industry Management, 18(5), 472–490. https://doi.org/10.1108/09564230710826250
Cetin, G. (2020). Experience vs quality: predicting satisfaction and loyalty in services. Service Industries Journal, 40(15–16), 1167–1182. https://doi.org/10.1080/02642069.2020.1807005
Cevdet Altunel, M., & Erkut, B. (2015). Cultural tourism in Istanbul: The mediation effect of tourist experience and satisfaction on the relationship between involvement and recommendation intention. Journal of Destination Marketing and Management, 4(4), 213–221. https://doi.org/10.1016/j.jdmm.2015.06.003
Chan, J. K. L., & Baum, T. (2007). Ecotourists’ perception of ecotourism experience in Lower Kinabatangan, Sabah, Malaysia. Journal of Sustainable Tourism, 15(5), 574–590. https://doi.org/10.2167/jost679.0
Chang, K. C. (2013). How reputation creates loyalty in the restaurant sector. International Journal of Contemporary Hospitality Management, 25(4), 536–557. https://doi.org/10.1108/09596111311322916
Chen, C. M., Chen, S. H., & Lee, H. T. (2013). Interrelationships between Physical Environment Quality, Personal Interaction Quality, Satisfaction and Behavioural Intentions in Relation to Customer Loyalty: The Case of Kinmen’s Bed and Breakfast Industry. Asia Pacific Journal of Tourism Research, 18(3), 262–287. https://doi.org/10.1080/10941665.2011.647041
Chen, Y. C., & Lin, H. C. (2020). Exploring effective sensory experience in the environmental design of sustainable cafés. International Journal of Environmental Research and Public Health, 17(23), 1–16. https://doi.org/10.3390/ijerph17238957
Chintia, Hussein, A. S., & Suryadi, N. (2021). The Effect of Experience Quality on Customer Loyalty Mediated by Emotion and Perceived Authenticity: Study on Ethnic Restaurant Consumers in Malang City, Indonesia. The International Journal of Business & Management, 9(10), 17–22. https://doi.org/10.24940/theijbm/2021/v9/i10/bm2110-027
Cibro, Y. E. B., & Hudrasyah, H. (2017). Factors That Influence Customer’s Intentions to Revisit Cafe: Case Study of Siete Café In Bandung. Journal Of Business And Management, 6(2), 284–300.
Cronin, J. J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55. https://doi.org/10.2307/1252296
Dataku, A. (2023). Jumlah Kafe dan Restoran di Yogyarta. BAPPEDA Daerah Istimewa Yogyakarta. https://bappeda.jogjaprov.go.id/dataku/
Dedy, A., & Alfandi, Y. (2022). Pengaruh Kualitas Pelayanan Dan Fasilitas Hotel Terhadap Kepuasan Pelanggan Di Sari Ater Hot Springs Resort Ciater. Jurnal Sains Manajemen, 4(1), 18–25. https://doi.org/10.51977/jsm.v4i1.678
Dhisasmito, P. P., & Kumar, S. (2020). Understanding customer loyalty in the coffee shop industry (A survey in Jakarta, Indonesia). British Food Journal, 122(7), 2253–2271. https://doi.org/10.1108/BFJ-10-2019-0763
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2–3), 107–118. https://doi.org/10.1108/08858620210419754
Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1–2), 35–68. https://doi.org/10.1108/03090560810840907
Fahri, A., Hoesin, W., & Silitonga, E. S. P. (2023). The Effect of Service Quality And Price on Customer Satisfaction Through Product Quality (Case study of Kavez Coffee). Krisnadwipayana International Journal of Management Studies, 3(2), 162–176.
Feng, Y., Chen, X., & Lai, I. (2020). The effects of tourist experiential quality on perceived value and satisfaction with bed and breakfast stays in southwestern China. Journal of Hospitality and Tourism Insights, 4(1), 121–135. https://doi.org/10.1108/JHTI-02-2020-0015
Fishbein, & Ajzen, I. (1975). A Bayesian analysis of attribution processes. Psychological Bulletin, Vol. 82(No. 2), 261–277.
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction-focused on starbucks reserve coffee shops in Shanghai, China. Sustainability, 13(15). https://doi.org/10.3390/su13158633
Goeltom, V. A. H., Kristiana, Y., Juliana, J., Bernato, I., & Pramono, R. (2020). The Effect of Service Quality and Value of Five-Star Hotel Services on Behavioral Intentions with the Role of Consumer Satisfaction as Mediator. Journal of Asian Finance, Economics and Business, 7(11), 967–976. https://doi.org/10.13106/jafeb.2020.vol7.no11.967
González-Rodríguez, M. R., Domínguez-Quintero, A. M., & Paddison, B. (2020). The direct and indirect influence of experience quality on satisfaction: the importance of emotions. Current Issues in Tourism, 23(22), 2779–2797. https://doi.org/10.1080/13683500.2019.1668917
Grönroos, C. (1997). Keynote paper From marketing mix to relationship marketing - towards a paradigm shift in marketing. Management Decision, 35(4), 322–339. https://doi.org/10.1108/00251749710169729
Gulam B, M. I., Suryadi, N., & Prima Waluyowati, N. (2023). The effect of service quality and perceived value on customer loyalty in Tuban restaurants with customer satisfaction mediation. International Journal of Research in Business and Social Science (2147- 4478), 12(5), 62–73. https://doi.org/10.20525/ijrbs.v12i5.2667
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210
Hafidz, G. P., & Huriyahnuryi, K. (2023). The Effect of Perceived Value on Customer Satisfaction and Customer Loyalty in the Fast-Food Industry in Indonesia. International Journal of Social Science, Education, Communication and Economics (SINOMICS JOURNAL), 2(1), 41–62. https://doi.org/10.54443/sj.v2i1.113
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2017). Multivariate Data Analysis (7th ed.). Pearson Prentice Hall.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/https://doi.org/10.1108/EBR-11-2018-0203
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Haktanir, M., & Gullu, E. (2024). Place attachment in coffee shops: a customer perspective study in North Cyprus. Journal of Hospitality and Tourism Insights, 7(1), 312–328. https://doi.org/10.1108/JHTI-05-2022-0185
Han, H., Moon, H., & Hyun, S. S. (2019). Indoor and outdoor physical surroundings and guests’ emotional well-being: A luxury resort hotel context. International Journal of Contemporary Hospitality Management, 31(7), 2759–2775. https://doi.org/10.1108/IJCHM-10-2018-0852
Hanifa Nur Fadhilla, & Murwani Eko Astuti. (2022). The Influences of Green Packaging and Ecolabel Toward Green Purchase Intention. Journal of Business and Behavioural Entrepreneurship, 6(2), 30–36. https://doi.org/10.21009/jobbe.006.2.03
Hapsari, R., Clemes, M. D., & Dean, D. (2017). The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences, 9(1), 21–40. https://doi.org/10.1108/IJQSS-07-2016-0048
Hernandez-Rojas, R. D., Folgado-Fernandez, J. A., & Palos-Sanchez, P. R. (2021). Influence of the restaurant brand and gastronomy on tourist loyalty. A study in Córdoba (Spain). International Journal of Gastronomy and Food Science, 23(October 2020), 100305. https://doi.org/10.1016/j.ijgfs.2021.100305
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic Consumption: Emerging Concepts, Methods and Propositions. Journal of Marketing, 46, 92–101. https://doi.org/10.2307/1251707
Hollyoake, M. (2009). The four pillars: Developing a “bonded” business-to-business customer experience. Journal of Database Marketing and Customer Strategy Management, 16(2), 132–158. https://doi.org/10.1057/dbm.2009.14
Hong, C., Choi, E.-K. (Cindy), Joung, H.-W., & Kim, H.-S. (2023). The impact of customer perceived value on customer satisfaction and loyalty toward the food delivery robot service. Journal of Hospitality and Tourism Technology, 14(5), 908–924. https://doi.org/10.1108/JHTT-11-2022-0305
Hong, S. W. (2023). The Effect of Robot Cafe Experience Economy Factors on Perceived Value and Customer Satisfaction. Foodservice Management Society of Korea, 26, 112–136. https://doi.org/10.47584/jfm.2023.26.5.112
Hudaya, A., Djumarno, D., & Djubaedah, S. (2021). Analysis of Factors Affecting Customer Satisfaction To Get Customer Loyalty. Dinasti International Journal of Digital Business Management, 2(5), 783–793. https://doi.org/10.31933/dijdbm.v2i5.964
Hudson, S., Huang, L., Roth, M. S., & Madden, T. J. (2016). The influence of social media interactions on consumer-brand relationships: A three-country study of brand perceptions and marketing behaviors. In International Journal of Research in Marketing (Vol. 33, Issue 1). Elsevier B.V. https://doi.org/10.1016/j.ijresmar.2015.06.004
Hur, Y., & Adler, H. (2011). Employees’ Perceptions of Restaurant Brand Image. Journal of Foodservice Business Research, 14(4), 334–359. https://doi.org/10.1080/15378020.2011.624053
Hussein, A. S. (2018). Revisiting the importance of casual dining experience quality: an empirical study. International Journal of Quality and Service Sciences, 10(3), 233–252. https://doi.org/10.1108/IJQSS-04-2017-0041
Hussein, A. S., & Hapsari, R. (2020). Heritage experiential quality and behavioural intention: lessons from Indonesian heritage hotel consumers. Journal of Heritage Tourism, 0(0), 1–20. https://doi.org/10.1080/1743873X.2020.1792474
Ishaq, M. I., Hussain, N., Asim, A. I., & Cheema, L. J. (2014). Brand equity in the Pakistani hotel industry. RAE Revista de Administracao de Empresas, 54(3), 284–295. https://doi.org/10.1590/S0034-759020140304
Itani, O. S., Kassar, A. N., & Loureiro, S. M. C. (2019). Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness. International Journal of Hospitality Management, 80(January), 78–90. https://doi.org/10.1016/j.ijhm.2019.01.014
Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146–160. https://doi.org/10.1108/02652320210432936
Japutra, E., Okumus, Y., Ekinci, Y., & Koseoglu, D. (2019). The Paradox of Customer Experience: Examining the Link Between Customer Experience and Customer Loyalty in the Restaurant Industry. International Journal of Hospitality Management, 76.
Jo, H. (2024). Sequential customer experiences leading to continuance intention in the mobile telecom industry: from contract to call center. Telecommunication Systems, 85(2), 331–346. https://doi.org/10.1007/s11235-023-01090-6
Juliana, J., Pramono, R., Sartjie, I., Roon, J., Orlina, M., & Daicy, V. (2022). Determining Experience Quality on Customers’ Perceived Value, Satisfaction and Loyalty. Fokus Bisnis Media Pengkajian Manajemen Dan Akuntansi, 21(2), 132–146. https://doi.org/10.32639/fokbis.v21i2.52
Juliana, Nathalie, E. G., & Felicia, F. (2020). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Konsumen Di Restoran The Garden Pantai Indah Kapuk. Judicious Journal Of Management, 01(02). https://doi.org/https://doi.org/10.37010/jdc.v1i2 JUDICIOUS
Juliana, Pramezwary, A., Tanzil, S. T., Angelina, V., & Putro, W. W. W. (2021). Analisis Kualitas Layanan dan Servicescape Terhadap Kepuasan Pelanggan Mcdonald’s Selama COVID-19. Jurnal Indonesia Sosial Sains, 2(2), 230–240. https://doi.org/10.36418/jiss.v2i2.179
Jung, J. H., Yoo, J. J., & Arnold, T. J. (2021). The influence of a retail store manager in developing frontline employee brand relationship, service performance and customer loyalty. Journal of Business Research, 122(September 2020), 362–372. https://doi.org/10.1016/j.jbusres.2020.09.010
Jyoti Gogoi, B., & Shillong, I. (2021). Customer trust influencing customer perceived value and brand loyalty. Academy of Marketing Studies Journal, 25(5), 1–11.
Kalhor, R., Khosravizadeh, O., Kiaei, M. Z., Shahsavari, S., & Badrlo, M. (2021). Role of service quality, trust and loyalty in building patient-based brand equity: Modeling for public hospitals. International Journal of Healthcare Management, 14(4), 1389–1396. https://doi.org/10.1080/20479700.2020.1762053
Kerin, R. A., Hartley, S. W., & Rudelius, W. (2013). Marketing (P. Ducham (ed.); 11/e). McGraw-Hill Irwin.
Klaus, P. “Phil,” & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227–246. https://doi.org/10.2501/IJMR-2013-021
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran (13th–1st ed.). Erlangga.
Kotler, P., & Keller, K. L. (2016). Marketing Management. In Journal of Marketing (15th ed., Vol. 37, Issue 1). Pearson Education, Inc. https://doi.org/10.2307/1250781
Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran (12th–1st ed.). PT Indeks.
Krisnamoorthy, M., & Balasubramanian, K. (2019). Factors Influencing Millennials’ Satisfaction of Café Restaurants in Kuala Lumpur, Malaysia. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 8(2), 255–276.
Kurniawan, G. (2024, March 21). Cafe, Sebuah Bentuk Usaha yang Menggitarkan Lidah dan Hati Para Penikmat Kopi. TambahPinter.Com. https://tambahpinter.com/cafe-termasuk-jenis-usaha-apa/#google_vignette
Kusuma, H., & Widyastuti, S. (2020). Exploring the Relationship between Perceived Value and Customer Loyalty in Cafe Settings. International Journal of Hospitality Management, 87.
Kusumawati, A., & Rahayu, K. S. (2019). The role of experience quality and customer-perceived value on customer satisfaction and customer loyalty: A case study of indonesian outdoor cafés. International Journal of Innovation, Creativity and Change, 8(9), 143–159.
Kusumawati, A., & Rahayu, K. S. (2020). The effect of experience quality on customer perceived value and customer satisfaction and its impact on customer loyalty. TQM Journal, 32(6), 1525–1540. https://doi.org/10.1108/TQM-05-2019-0150
Lee, J., & Park, S. Y. (2022). The Impact of Technology on Customer Experience in the Cafe Industry. International Journal of Contemporary Hospitality Management, 34(11), 3931–3950. https://doi.org/10.1108/IJCHM-11-2021-1376
Lee, W. S., Moon, J., & Song, M. (2018). Attributes of the coffee shop business related to customer satisfaction. Journal of Foodservice Business Research, 21(6), 628–641. https://doi.org/10.1080/15378020.2018.1524227
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: An exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846–869. https://doi.org/10.1007/s11747-010-0219-0
Li, J. (Justin), Kim, W. G., & Wong, I. K. A. (2017). Does destination perception differ based on traveler type? A case of the world gambling capital: Macau. Tourism Planning and Development, 14(1), 15–30. https://doi.org/10.1080/21568316.2016.1152289
Liang, B. (2022). How brand experience, satisfaction, trust, and commitment affect loyalty: a reexamination and reconciliation. Italian Journal of Marketing, 2022(2), 203–231. https://doi.org/10.1007/s43039-021-00042-9
Liang, X., & Chen, H. (2021). A Qualitative Study on Local Individual- or Family-Owned Casual Chinese Restaurants Marketing Communication Strategies. Journal of International Food and Agribusiness Marketing, 33(3), 243–264. https://doi.org/10.1080/08974438.2020.1773368
Limna, P., Kraiwanit, T., Jangjarat, K., & Maskran, P. (2023). The Antecedent Attributes of Customer Satisfaction and Loyalty in the Coffee Shop Business Domain. Journal of Production, Operations Management and Economics, 34, 15–25. https://doi.org/10.55529/jpome.34.15.25
Mardewi Putri, I. A. Y., & Yulianthini, N. N. (2023). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan di Warung Ko-Vaitnam Singaraja. Jurnal Manajemen Perhotelan Dan Pariwisata, 6(1), 214–219. https://doi.org/10.23887/jmpp.v6i1.48585
Mcdougall, G. H. g., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14(5), 392–410. https://doi.org/10.1108/08876040010340937
Meryawan, I. W., Kartika, I. M., Swandana, I. M. A., & Utama, I. G. B. R. (2022). The Important Role of Member Satisfaction in Building Loyalty of Fitness Members during Covid-19 Pandemic. International Journal of Current Science Research and Review, 05(01), 36–43. https://doi.org/10.47191/ijcsrr/v5-i1-05
Moliner, M. Á., Monferrer, D., Estrada, M., & Rodríguez, R. M. (2019). Environmental sustainability and the hospitality customer experience: A study in tourist accommodation. Sustainability (Switzerland), 11(19). https://doi.org/10.3390/su11195279
Muafa, I. W., Awal, M., Wahyudhi, C. A., Waas, S., Noer, E., & Jusni. (2020). The effect of product quality and service quality on customer satisfaction in crocodile skin crafts industry. IOP Conference Series: Earth and Environmental Science, 473(1), 494–499. https://doi.org/10.1088/1755-1315/473/1/012028
Naini, N. F., Sugeng Santoso, Andriani, T. S., Claudia, U. G., & Nurfadillah. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty. Journal of Consumer Sciences, 7(1), 34–50. https://doi.org/10.29244/jcs.7.1.34-50
Nation’s Restaurant News. (2023, June 15). The Rise of Eco-Conscious Cafés: Catering to Environmentally-Aware Customers. Nation’s Restaurant News. https://www.nrn.com/coffee/rise-eco-conscious-cafes-catering-environmentally-aware-customers
National Restaurant Association. (2023, April 1). 2023 Café Industry Trends Report. National Restaurant Association. https://restaurant.org/research-and-media/research/industry-outlook/industry-trends-and-reports/2023-cafe-industry-trends/
Norris, C. L., Taylor Jr, S., & Taylor, D. C. (2021). Pivot! How the restaurant industry adapted during COVID-19 restrictions. International Hospitality Review, 35(2), 132–155. https://doi.org/10.1108/ihr-09-2020-0052
Nurhayati, S., & Mulyono, H. (2019). The Role of Perceived Value in Driving Customer Loyalty in Cafe Industry. Journal of Marketing Management, 9(1).
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17, 460–469.
Oliver, R. L. (1999). Whence consumer loyalty ? Journal of Marketing, 63(Special Issue 1999), 33–44.
Palaniswamy, N., & Duraiswamy, M. (2023). Enhancing Brand Image: Brand Trust, Brand Loyalty, and Social Media Influences on Building a Brand Image BT - Digital Economy Post COVID-19 Era (P. Mishra, A. Sharma, S. Khanra, S. K. Kundu, & S. K. Mishra (eds.); pp. 233–243). Springer Nature Singapore.
Palmer, A. (2010). Customer experience management: A critical review of an emerging idea. Journal of Services Marketing, 24(3), 196–208. https://doi.org/10.1108/08876041011040604
Panjaitan, H. (2017). Impact of Satisfaction and Customer Engagement as Intervening Variable on customer loyalty: Study at XL Resto & Cafe Surabaya Indonesia Management of Mayor and Deputy Mayor Campaign Funds View project Marketing of Ajifol Liquid Organic Fertilizers View pr. International Journal of Business and Management Invention, 6(9), 41–48.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business-to- business, services context: an empirical examination. International Journal of Service Industry Management, 8(5), 414–434.
Paulin, M. (2003). Relationship Marketing: Creating Stakeholder Value. Journal of Services Marketing, 17(4), 443–445. https://doi.org/10.1108/jsm.2003.17.4.443.1
Paulose, D., & Shakeel, A. (2021). Perceived Experience, Perceived Value and Customer Satisfaction as Antecedents to Loyalty among Hotel Guests. Journal of Quality Assurance in Hospitality and Tourism, 23(2), 447–481. https://doi.org/10.1080/1528008X.2021.1884930
Prabjit, Viorenza Salim, C., Kusumawardhani, A., & Gunadi, W. (2021). The Influence of Service Quality, Perceived Value, Customer Satisfaction and Brand Trust towards Customer Loyalty in Subscription Video on Demand. Budapest International Research and Critics Institute-Journal, 4(4), 10868–10882. https://doi.org/10.33258/birci.v4i4.3140
Pradhana, M. R. (2023). Panduan Untuk Bisnis Cafe Konsep Outdoor. Interiordesign.Id. https://interiordesign.id/panduan-untuk-bisnis-cafe-konsep-outdoor/
Rahmi, N. A., Adiluhung, H., & Herlambang, Y. (2020). Perancangan Payung Untuk Kedai Kopi Outdoor. E-Proceeding of Art & Design, 7(2), 5297–5308. https://doi.org/2355-9349
Rajput, A., & Gahfoor, R. Z. (2020). Satisfaction and revisit intentions at fast food restaurants. Future Business Journal, 6(1), 1–12. https://doi.org/10.1186/s43093-020-00021-0
Ramadhani, F., & Septiani, R. (2021). The Impact of Customer Perceived-Value on Loyalty in Cafe Industry. Journal of Business and Retail Management Research, 15(2).
Realino, D., & Moko, W. (2021). The Effect of Customer Experiential Quality on Revisit Intention with Positive Emotion and Perceived Value as Mediation Variables. The International Journal of Social …, 3(1), 245–258. https://www.growingscholar.org/journal/index.php/TIJOSSW/article/view/119
Rooroh, C., Moniharapon, S., & Loindong, S. (2020). Pengaruh Suasana Cafe, Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan (Studi Pada Cafe Casa De Wanea Manado). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 8(4), 130–139.
Roqi, M., & Surono. (2023). Pengaruh Suasana Dan Citra Merek Terhadap Kepuasan Pelanggan Untuk Meningkatkan Loyalitas Pelanggan Di Kopi Bajawa Flores NTT. Jurnal Panorama Nusantara, 18(2), 1–16.
Roy, S. (2018). Effects of customer experience across service types, customer types and time. Journal of Services Marketing. https://doi.org/10.1108/JSM-11-2016-0406
Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223. https://doi.org/10.1108/09596111211206141
Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: An examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3–11. https://doi.org/10.1108/08876040610646536
Santi, I. N., Sutomo, M., & Zahara, Z. (2020). The Role of Experiential Marketing on Customer Loyalty With Customer Satisfaction as a Moderating Variable in Bora Hot Spring Sigi, Central Sulawesi, Indonesia. 477(Iccd), 356–359. https://doi.org/10.2991/assehr.k.201017.079
Sari, F., Wong, F., Hayu, D. W., & Ardyan, E. (2023). Building Customer Experience and Satisfaction During the Covid-19 Pandemic: Improving Product Quality and Service Quality. Fokus Ekonomi : Jurnal Ilmiah Ekonomi, 18(1), 1–15. https://doi.org/10.34152/fe.18.1.1-15
Schallehn, H., Seuring, S., Strähle, J., & Freise, M. (2019). Customer experience creation for after-use products: A product–service systems-based review. Journal of Cleaner Production, 210, 929–944. https://doi.org/10.1016/j.jclepro.2018.10.292
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8
Sherman, S. J., & Fazio, R. H. (1983). Parallels between attitudes and predictors of behavior. Journal of Peronality, 51:3(September), 521–0600. https://doi.org/https://doi.org/10.1111/j.1467-6494.1983.tb00336.x
Sholihin, P. M., & Ratmono, D. D. (2021). Analisis SEM-PLS dengan WarpPLS 7.0 untuk Hubungan Nonlinier dalam Penelitian Sosial dan Bisnis (edisi 2). Penerbit Andi. https://books.google.co.id/books?id=NbMWEAAAQBAJ
Sihombing, M. M., Arifin, M. H., & Maryono, M. (2022). Pengaruh Varian Menu, Harga, dan Suasana Cafe, Terhadap Kepuasan Konsumen Cafe Miltie Garden Mulawarman Banjarmasin. Smart Business Journal, 1(1), 26. https://doi.org/10.20527/sbj.v1i1.12787
Sitinjak, M. F., Pangaribuan, C. H., & Tafriza, N. (2019). Do Store Atmosphere and Perceived Value Matter in Satisfying and Predicting the Millennials’ Behavioral Intention in a Café Setting? Binus Business Review, 10(1), 31–40. https://doi.org/10.21512/bbr.v10i1.5345
Solomon, M., Russell-Bennett, R., & Previte, J. (2012). Consumer Behaviour. Pearson Higher Education AU. https://books.google.co.id/books?id=ajDiBAAAQBAJ
Soohyun, C., & Yumi, K. (2023). Enhancing Customer Experience in Cafes: The Role of Service Quality, Food Quality, and Ambiance. Journal of Hospitality & Tourism Research, 47(1), 151–176. https://doi.org/10.1177/1096348022155030
Sudiartini, N. W. A., Astari, A. A. E., Kardini, N. L., & Dhani, Y. R. (2020). The feasibility study of coffee house business opportunity in COVID-19 pandemic: a case study at kulo coffee shop pemogan. International Research Journal of Management, IT and Social Sciences, 7(5), 38–45. https://doi.org/10.21744/irjmis.v7n5.966
Sugiharto, S., & Wijaya, R. A. (2020). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Di Kafe One Eighteenth, Siwalankerto – Surabaya. Jurnal Strategi Pemasaran, 7(1), 11. https://publication.petra.ac.id/index.php/manajemen-pemasaran/article/view/10194
Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif. Alfabeta.
Suhartanto, D., Brien, A., Primiana, I., Wibisono, N., & Triyuni, N. N. (2020). Tourist loyalty in creative tourism: the role of experience quality, value, satisfaction, and motivation. Current Issues in Tourism, 23(7), 867–879. https://doi.org/10.1080/13683500.2019.1568400
Suhartanto, D., Clemes, M., & Dean, D. (2013). Analyzing the Complex and Dynamic Nature of Brand Loyalty in the Hotel Industry. Tourism Review International, 17(1), 47–61. https://doi.org/10.3727/154427213x13649094288106
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E. Z. (2020). The Rational Factors of Perceived Quality and Perceived Value as the Drivers of Customer Satisfaction and Brand Loyalty. Bisnis & Birokrasi Journal, 26(3), 4–6. https://doi.org/10.20476/jbb.v26i3.11121
Tam, J. L. M. (2004). Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model. Journal of Marketing Management, 20(7–8), 897–917. https://doi.org/10.1362/0267257041838719
Tangkuman, M. J., Massie, J. D. D., Dari, P., Pemasaran, P., Kepuasan, D., Terhadap, P., Tangkuman, M. J., Massie, J. D. D., & Mangantar, M. (2020). the Effect of Experiential Marketing and Customer Satisfaction on Customer Loyalty At Mcdonald’S Manado. M. Mangantar…. 204 Jurnal EMBA, 8(4), 203–211.
Tantowi, A. I., & Pratomo, A. W. (2020). Pengaruh Store Atmosphere dan Experiential Marketing Terhadap Keputusan Pembelian Di Kopi Daong Pancawati. Jurnal Ilmiah Manajemen Kesatuan, 8(2), 65–78. https://doi.org/10.37641/jimkes.v8i2.328
Tarigan, E. D. S., Wijaya, M., & Marbun, P. (2020). The influence of lifestyle, physical environment and menu variety on customer loyalty through customer satisfaction in the coffee shop. International Journal of Research and Review (Ijrrjournal.Com), 7(3), 102–111. https://www.ijrrjournal.com/IJRR_Vol.7_Issue.3_March2020/Abstract_IJRR0014.html
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F., & Yamin, S. (2022). The Role of Service and Product Quality on Customer Loyalty. Journal of Consumer Sciences, 7(1), 68–82. https://doi.org/10.29244/jcs.7.1.68-82
Thielemann, V. M., Ottenbacher, M. C., & Harrington, R. J. (2018). Antecedents and consequences of perceived customer value in the restaurant industry. International Hospitality Review, 32(1), 26–45. https://doi.org/10.1108/ihr-06-2018-0002
Thuy, P. N. (2011). Using service convenience to reduce perceived cost. Marketing Intelligence and Planning, 29(5), 473–487. https://doi.org/10.1108/02634501111153683
Tunahan, C., & Kutlu, M. B. (2022). Experienced Product Quality and Brand Loyalty: Mediating Role of Customer Satisfaction. Ege Akademik Bakis (Ege Academic Review). https://doi.org/10.21121/eab.1152164
Urdea, A.-M., & Constantin, C. P. (2021). Exploring the impact of customer experience on customer loyalty in e-commerce. Proceedings of the International Conference on Business Excellence, 15(1), 672–682. https://doi.org/10.2478/picbe-2021-0063
Utami, M. A. T., & Astuti, M. E. (2023). Pengaruh Brand Image Dan Sertifikasi Halal Terhadap Minat Beli Mixue Di Daerah Istimewa Yogyakarta. Upajiwa Dewantara, 7(2), 55–64.
Vildayanti, R. A. (2020). The Effect of Experiental Marketing on Cafe Excelso Customer Loyalty in Central Jakarta 2019. JABE (Journal of Applied Business and Economic), 6(4), 413–428. https://doi.org/10.30998/jabe.v6i4.5937
Wibowo, S. F., & Sari, R. P. (2021). Sustainable Customer Experience in Cafes: The Influence of Environmental Factors. Sustainability, 13(3), 1464. https://doi.org/https://www.mdpi.com/2071-1050/13/3/1464
Widyastuti, N., & Mutiara Wati, K. (2023). Development Strategy of Kampung Preneur Through Creative Economy With Penta-Helix Method (Case Study on Kampung Preneur in Yogyakarta City). Jurnal Scientia, 12(03), 2023. http://infor.seaninstitute.org/index.php
Wijaya, C. R., & Bernardo, I. (2022). the Effect of Product Value, Service Quality, and Customer Satisfaction on Customer Loyalty At Kedai Kopi Kenangan Mall of Indonesia. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(1), 80. https://doi.org/10.29040/ijebar.v6i1.2957
Woodruff, R. B. (1997). Customer value: The next source for competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139–153. https://doi.org/10.1007/BF02894350
Wu, H.-C., & Cheng, C.-C. (2018). An Empirical Analysis of Green Experiential Loyalty: A Case Study. Journal of International Food and Agribusiness Marketing, 31(1), 69–105. https://doi.org/10.1080/08974438.2018.1482484
Wu, H.-C., Li, M.-Y., & Li, T. (2014). A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention. Journal of Hospitality & Tourism Research, 1–48. https://doi.org/10.1177/1096348014563396
Yamin, S. (2021). Smartpls 3, Amos & Stata: Olah Data Statistik (Mudah & Praktis) (Vol. 1). Dewangga Energi Internasional Publishing. https://books.google.co.id/books?id=7wFAEAAAQBAJ
Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3), 234–250. https://doi.org/10.1108/09564230110393239
Yusuf, A. M., & Aji, F. M. P. (2022). Analisis Tingkat Kenyamanan Pengunjung Pada Coffee Shop Bertema Outdoor. Siar Iii 2022 : Seminar Ilmiah Arsitektur, 540–549. http://siar.ums.ac.id/
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52, 2–22. https://doi.org/10.1182/blood.v62.5.1047.1047
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of Service Quality. Journal Of Marketing, 31–46.
Zena, P. A., & Hadisumarto, A. D. (2021). The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty. ASEAN Marketing Journal, 4(1). https://doi.org/10.21002/amj.v4i1.2030
