FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH  MEDIATED BY CUSTOMER SATISFACTION

Ayya Sofia; Christian Haposan Pangaribuan; Martinus Fieser Sitinjak

doi:10.24123/jmb.v19i1.418

FACTORS OF COFFEE SHOP REVISIT INTENTION AND WORD-OF-MOUTH MEDIATED BY CUSTOMER SATISFACTION

Ayya Sofia⁽¹⁾, Christian Haposan Pangaribuan⁽²⁾, Martinus Fieser Sitinjak^(3*),

(1) Faculty of Business, Sampoerna University, Jakarta
(2) Faculty of Business, Sampoerna University, Jakarta
(3) Bina Nusantara University
(*) Corresponding Author

Abstract

To create value that would surpass the expectation of coffee drinkers is pivotal for coffee shop business. However, only a few businesses are able to provide better and non-homogenous value for the customers. The main factors that would influence customer satisfaction of coffee shops are still yet to be further explored. Hence, this study aims to look into the determinants of customer satisfaction of coffee shops and to examine its influence towards revisit intention and word-of-mouth. Online survey questionnaires were distributed to the customers and 155 samples were gathered from March to June 2018. The findings showed that atmosphere and service quality factors had positive effects on customer satisfaction, while the variety of menu was not significant to the satisfaction, the fact that the satisfied customers would likely have the intention to revisit and spread word-of-mouth

Keywords

coffee shop, variety of menu, atmosphere, service quality, revisit intention, word-of-mouth

Full Text:

PDF

References

Agriculture and Agri-Food Canada (2014) Market Access Secretariat: global analysis report: Food service profile: Indonesia. Retrieved 14 February 2018, from http://www.agr.gc.ca/resources/prod/Internet-Internet/MISB-DGSIM/ATS-SEA/PDF/6769-eng.pdf

Anwar, S., & Gulzar, A. (2011). Impact of Perceived Value on Word of Mouth Endorsement and Customer Satisfaction: Mediating Role of Repurchase Intentions. International Journal of Economics and Management Sciences, 11(5), 46-54.

Arora, R., & Singer, J. (2006). Customer Satisfaction and Value as Drivers of Business Success for Fine Dining Restaurants. Services Marketing Quarterly, 28(1), 89-102.

Bharadwaj, S., Fahy, J., & Varadarajan, P. (2014). Sustainable Competitive Advantage in Service Industries: a Conceptual Model and Research Propositions. Proceedings of The 1992 Academy of Marketing Science (AMS) Annual Conference, 441-443.

Brady, M., & Cronin, J. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 65(3), 34-49.

Brown, T., Barry, T., Dacin, P., & Gunst, R. (2005). Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context. Journal of The Academy Of Marketing Science, 33(2), 123-138.

Chow, K., Ong, D., Tham, W., & Wong, Y. (2013). Factors influencing dining experience on customer satisfaction and revisit intention among undergraduates towards fast food restaurants. Retrieved from http://eprints.utar.edu.my/id/eprint/1064

Chow, I., Lau, V., Lo, T., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: Decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710.

Cibro, Y., & 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.

Creswell, J. (2013). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (1st Ed.). SAGE Publications.

Delgadillo, Y., & Escalas, J. (2014). Narrative Word-Of-Mouth Communication: Exploring Memory and Attitude Effects of Consumer Storytelling. Advances in Consumer Research, 31, 186-192.

DeVellis, R. (2011). Scale Development: Theory and Applications (Applied Social Research Methods). 3rd Ed. Thousand Oaks, Calif.: Sage Publications, Inc.

Forgas-Coll, S., Palau-Saumell, R., Sánchez-García, J., & Callarisa-Fiol, L. (2012). Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona. Tourism Management, 33(6), 1309-1320.

Ganea, S. (2012). 12 Coffee shop interior designs from around the world. Retrieved from https://www.homedit.com/12-coffee-shop-interior-designs-from-around-the-world/

Goyal, A., & Singh, N. (2007). Consumer perception about fast food in India: an exploratory study. British Food Journal, 109(2), 182-195.

Hartline, M., & Jones, K. (1996). Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions. Journal of Business Research, 35(3), 207-215.

Hennig-, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311-330.

International Coffee Organization (ICO) (2017). Domestic Consumption by all exporting countries. London: International Coffee Organization. Retrieved 21 December 2017, from http://www.ico.org/historical/1990%20onwards/PDF/1b-domestic-consumption.pdf

Jani, D., & Han, H. (2011). Investigating the key factors affecting behavioral intentions. International Journal of Contemporary Hospitality Management, 23(7), 1000-1018.

Kahn, B. (1995). Consumer variety-seeking among goods and services. Journal of Retailing and Consumer Services, 2(3), 139-148.

Kang, J., Tang, L., & Bosselman, R. (2011). Changes of Coﬀee Consumption Behaviors in Korea: The Eﬀects of Image Congruity Toward Brand Name Coﬀee Shops on Customer Attitude and Repurchase Intention. In Proceedings of the 16th Annual Graduate Education & Graduate Student Research Conference in Hospitality & Tourism (1-14). Houston, TX. Retrieved from http://htp://lib.dr.iastate.edu/aeshm_conf/95

Karman, A. (2016). 'Bone Breaking' at Ottoman’s Coffee Brewers - WANDERBITES! Food Photographer & Food Blogger. WANDERBITES! Food Photographer & Food Blogger. Retrieved 21 November 2017, from https://www.wanderbites.com/jakarta-coffee-shop-2/bone-breaking-ottomans-coffee-brewers/

Kim, W., Ng, C. & Kim, Y. (2009). Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth. International Journal of Hospitality Management, 28(1), 10-17.

Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64.

Kotler, P., Bowen, J., & Makens, J. (2013). Marketing for Hospitality and Tourism. Pearson Education, Inc. Upper Saddle River, NJ.

Kotler, P., & Keller, K. (2008). Marketing Management (13th Ed.). Upper Saddle River, N.J.: Pearson Prentice Hall.

Kwun, D., Ellyn, E., & Choi, Y. (2013). Campus Foodservice Attributes and their Effects on Customer Satisfaction, Image, and Word-of-Mouth. Journal of Foodservice Business Research, 16(3), 276-297.

Labensky, S., Ingram, G., & Labensky, S. (2001). Webster’s new world dictionary of culinary arts (2nd Ed.). Upper Saddle River, NJ: Prentice Hall.

Lewis, R. (1981). Restaurant advertising, appeals and consumers’ intentions. Journal of Advertising Research, 21(5), 69-74.

McDaniel, C., & Gates, R. (2010). Marketing Research (8th ed., p. 414). Hoboken, N.J: John Wiley.

Namkung, Y., & Jang, S. (2007). Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions. Journal of Hospitality & Tourism Research, 31(3), 387-409.

Negrete, R. (2014). Generational Flavors - Flavor & the Menu. Retrieved from https://www.getflavor.com/generational-flavors/

Oliver, R. (1997). Satisfaction: a Behavioral Perspective on the Consumer. Boston, Mass.: Irwin/McGraw-Hill.

Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Pattarakitham, A. (2015). The Influence of Customer Interaction, Variety, and Convenience on Customer Satisfaction and Revisit Intention: A Study of Shopping Mall in Bangkok. Journal of Economics, Business and Management, 3(11), 1072-1075.

Perez, M. (2016). Coffee-Loving Millennials Push Demand to a Record. Bloomberg.com. Retrieved 21 November 2017, from https://www.bloomberg.com/news/articles/2016-10-30/millennial-hunt-for-caffeine-fix-propels-coffee-demand-to-record

Pettijohn, L., Pettijohn, C., & Luke, R. (1997). An Evaluation of Fast Food Restaurant Satisfaction. Journal of Restaurant & Foodservice Marketing, 2(3), 3-20.

Ryu, K., & Jang, S. (2008). DINESCAPE: A Scale for Customers’ Perception of Dining Environments. Journal of Foodservice Business Research, 11(1), 2-22.

Sallam, M. (2016). An Investigation of Corporate Image Effect on WOM: The Role of Customer Satisfaction and Trust. International Journal of Business Administration, 7(3), 27-35.

Startt, C. (2017). 3 ways to engage millennials and Gen Z. Retrieved 21 December 2017, Retrieved from https://www.fastcasual.com/blogs/3-ways-to-engage-millennials-and-gen-z/

Stine, R., & Foster, D. (2011). Quantitative Method for Business. Statistic for Business Intention and Analysis. Pearson.

Sulek, J., & Hensley, R. (2004). The Relative Importance of Food, Atmosphere, and Fairness of Wait. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.

Ting, H., & Thurasamy, R. (2016). What matters to infrequent customers: a pragmatic approach to understanding perceived value and intention to revisit trendy coffee café. Springerplus, 5(1), 1-11.

Turhan, G. (2014). Building Store Satisfaction Centred on Customer Retention in Clothing Retailing: Store Design and Ease of Shopping. International Journal of Research in Business and Social Science, 3(1), 89-105.

Turhan, G., & Özbek, A. (2013). Factors Affecting Consumers’ Behavioural Intention Towards Apparel Stores: A Test of the Mediating Role of Brand Satisfaction. Fibres & Textiles in Eastern Europe, 1(97), 7-13.

USDA Foreign Agricultural Services. (2017). Indonesia Coffee Annual Report 2017. Global Agricultural Information Network. Retrieved 21 December 2017, Retrieved from https://gain.fas.usda.gov/Recent%20GAIN%20Publications/Coffee%20Annual_Jakarta_Indonesia_5-15-2017.pdf

Weiss, R., Feinstein, A., & Dalbor, M. (2004). Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent. Journal of Foodservice Business Research, 7(1), 23-41.

Wong, C., & Kwong, W. (2004). Outbound tourists’ selection criteria for choosing all-inclusive package tours. Tourism Management, 25(5), 581-592.

Yusof, N., Ibrahim, A., Muhammad, R., & Ismail, T. (2016). Determinants of UiTM Students’ Revisit Intention to Kopitiam in Penang. Procedia - Social and Behavioral Sciences, 222, 315-323.

DOI: https://doi.org/10.24123/jmb.v19i1.418

Article Metrics

Abstract view : 9910 times
PDF - 2730 times

Refbacks

There are currently no refbacks.

This work is licensed under a Creative Commons Attribution 4.0 International License.

This work is licensed under a Creative Commons Attribution 4.0 International License. ISSN: 1412-3789. e-ISSN: 2477-1783.

Username
Password
Remember me