Customer Satisfaction as A Result of Combination of Food Display & Quality

Aditya Nova Putra(1), Samuel PD Anantadjaya(2*), Irma M Nawangwulan(3),

(1) IULI - International University Liaison Indonesia
(2) IULI - International University Liaison Indonesia
(3) IULI - International University Liaison Indonesia
(*) Corresponding Author

Abstract


Nowadays, visualization of food appearance has become an important factor in influencing customer satisfaction which is creating an unforgettable experience when people visit to the restaurant. The aspect of visualizing the appearance of food must also be balanced by good food quality in the restaurant. The purpose of this study was to identify the effect of visualization of food appearance and food quality in achieving customer satisfaction in Tutup Panci Bistro. In this study, visualization of food appearance has five important factors that support in achieving customer satisfaction, which are; component of the material used, color selection, food texture, shape and size, and layout. Therefore, in previous study, quality of food has three important factors, which are: the taste of food, the variety of menus, and the nutritional content of food. The methodology used in this study was quantitative and qualitative, whereas, quantitative data collection was obtained through questionnaires to guests at Tutup Panci Bistro. Meanwhile, qualitative data is obtained through interviews with food influencers/reviewers. Based on the results obtained, appearance and quality of food have a significant positive influence towards customer satisfaction at Tutup Panci Bistro.

Keywords


food display; food qualiy; customer satisfaction

Full Text:

PDF

References


Adam, M. A., & Ali, K. (2014, March). Impact of Visual Packaging Elements of Packaged Milk on Consumer Buying Behavior. Interdisciplinary Journal of Contemporary Research in Business, 5(11).

Al-Tit, A. A. (2015). The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention. Asian Social Science, 11(23), 129-139. doi:10.5539/ass.v11n23p129

Anantadjaya, S. P., & Nawangwulan, I. M. (2018). Simple Step for Your Business Research: Tips & Tricks. (Satiri, T. A. Rachmat, & B. W. Saputra, Eds.) BSD City, Banten, Indonesia: PT. Kang Guru Beruang. Retrieved from kangguruberuang.blogspot.co.id

Anantadjaya, S. P., Nawangwulan, I. M., Kusumah, A. I., Setio, Y., & Kartika, C. (2015, April-June). Does the Image of Indonesian Contemporary Artists Matter? A Theoretical Review on Personal Diversity, Brand Image, Market Acceptance & Market Opportunity. Independent Journal of Management & Productivity, 6(2), 378-422. doi:10.14807/ijmp.v6i2.280

Arbuckle, J. L. (2011). IBM SPSS Amos 20 User's Guide. New York: IBM Corporation.

Bennet, T. (2017). Marketing Strategies: How Small Restaurant Business use Social Media. Dissertation - Walden University Scholar Works. (P. Fusch, R. Snyder, T. Malone, & E. Riedel, Eds.) Minnesota, MN, USA: Walden University. Retrieved December 18, 2017, from https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=4532&context=dissertations

Bojanic, D. C. (2007, January). Global Pricing Strategy for a Quick-Service Restaurant Chain. Hospitality Review, 25(1), Article 4. Retrieved from http://digitalcommons.fiu.edu/hospitalityreview/vol25/iss1/4?utm_source=digitalcommons.fiu.edu%2Fhospitalityreview%2Fvol25%2Fiss1%2F4&utm_medium=PDF&utm_campaign=PDFCoverPages

Cameran, M., Moizer, P., & Pettinicchio, A. (2010, March). Customer Satisfaction, Corporate Image, and Service Quality in Professional Services. Service Industries Journal, 30(3), 421-435. doi:10.1080/02642060802236111

Caribbean Hotel Association. (2003). Food Presentation General Guidelines. Retrieved December 18, 2018, from http://www.caribbeanhotelandtourism.com/cshae/docs/food-presentation-manual.pdf

Chef Resources Inc. (2015, December 29). The Art of Plate Presentation. Retrieved December 18, 2017, from Article: https://www.chefs-resources.com/?s=skeleton+of+plate

Civille, G. V. (2010, September 10). Food Texture: Pleasure and Pain. Journal of Agricultural Food Chemistry, 59(5), 1487-1490. doi:https://doi.org/10.1021/jf100219h

Collinge, R. (2017, June 28). The Importance of Visual Appeal in Web Design. (usabilla.com) Retrieved July 4, 2018, from CX Insights: https://usabilla.com/blog/visual-appeal-web-design/

Cooper, D. R., & Schlinder, P. S. (2011). Business Research Method (11th ed.). Singapore: McGraw-Hill Education (Asia).

Darmayana, H. (2017, March 3). Semakin Banyak Orang Indonesia Alami Obesitas. CNN Indonesia, p. Gaya Hidup/Berita Kesehatan. Retrieved September 20, 2018, from https://www.cnnindonesia.com/gaya-hidup/20170302223030-255-197500/semakin-banyak-orang-indonesia-alami-obesitas

Dhetira, A. (2016, October 14). Gastrofest 2016 Siap Majukan Industri Kuliner Indonesia. SWA, hal. Trends-Management. Dipetik January 21, 2019, dari https://swa.co.id/swa/trends/management/gastrofest-2016-siap-majukan-industri-kuliner-indonesia

Ellen, C., Anantadjaya, S. P., & Saroso, P. A. (2014, March). Determinants of Entrepreneurial Success on Indonesian Food Service MSMEs. RIBER: Review of Integrative Business & Economics Research, 3(1), 81-98. Diambil kembali dari http://sibresearch.org/uploads/3/4/0/9/34097180/riber_k14-028_81-98.pdf

Elliot, A. J., & Maier, M. A. (2014). Color Psychology: Effects of Perceiving Color on Psychological Functioning in Humans. Annual Review of Psychology, 65, 95-120. Retrieved September 20, 2019

Faizah, N. R., Suryoko, S., & Saryadi. (2013). Pengaruh Harga, Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Restoran O-Mamamia Steak dan Ice Cream Cabang Jati Semarang. Diponegoro Journal of Social and Politics, 1-8. Retrieved March 1, 2019, from http://ejournal-s1.undip.ac.id/index.php/

Field, A. (2005). Factor Analysis Using SPSS. Retrieved June 1, 2011, from Statitical Shell: www.statisticalshell.com

Fu'ad, E. N. (2015, January). Pengaruh Pemilihan Lokasi Terhadap Kesuksesan Usaha Berskala Mikro/Kecil di Komplek Shopping Centre Jepara. Media Ekonomi dan Manajemen, 30(1), 56-67.

Ghauri, P., & Gronhaug, K. (2005). Research Methods in Business Studies: A Practical Guide, 3rd Edition. London, UK: Prentice Hall.

Ghimire, A. J. (2012, May). Service Quality and Customer Satisfaction in the Restaurant Business: Case Study - Sagarmatha Nepalese Restaurant in Vantaa. Retrieved from Theseus: https://www.theseus.fi/handle/10024/46914

Ghozali, I. (2004). Model Persamaan Struktural: Konsep dan Aplikasi dengan Program AMOS ves. 5.0. Semarang, Indonesia: Badan Penerbit Universitas Diponegoro.

Githiri, M. N. (2017). Influence of Physical Environment on Customer Satisfaction and Return Intention in Kenyan Rated Restaurants. Asian Journal of Social Science Studies, 2(1), 11-19. doi:10.20849/ajsss.v2i1.82

Gitman, L. J., & McDaniel, C. D. (2007). The Future of Business (6th ed.). Mason, Ohio, USA: Cengage Learning.

Goeldner, C. R., & Ritchie, J. B. (2009). Tourism: Principles, Practices, Philosophies (11th ed.). Hoboken, New Jersey, USA: John Wiley & Sons, Inc.

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. doi:https://psycnet.apa.org/doi/10.1509/jmkg.2005.69.4.210

Ha, J., & Jang, S. S. (2010, September). Effects of Service Quality and Food Quality: The Moderating Role of Atmospherics in an Ethnic Restaurant Segment. International Journal of Hospitality Management, 29(3), 520-529. doi:http://dx.doi.org/10.1016/j.ijhm.2009.12.005

Hauff, A. (2019). The Know It All Guide to Color Psychology in Marketing + The Best Hex Chart. Retrieved September 20, 2019, from CoSchedule.com: https://coschedule.com/blog/color-psychology-marketing/

Hsu, L., & Wu, P. (2013, February). Electronic-Tablet-Based Menu in a Full Service Restaurant and Customer Satisfaction -- A Structural Equation Model. International Journal of Business, Humanities and Technology, 3(2), 61-71. Retrieved July 4, 2018, from http://www.ijbhtnet.com/journals/Vol_3_No_2_February_2013/6.pdf

IBM SPSS Amos. (2018a). Descriptive Statistics. SPSS Output. (A. N. Putra, I. M. Nawangwulan, & S. P. Anantadjaya, Compilers) BSD City, Serpong, Tangerang, Indonesia: IBM SPSS Amos.

IBM SPSS Amos. (2018b). Validity & Reliability Tests. SPSS Output. BSD City, Serpong, Banten, Indonesia: IBM SPSS Amos.

IBM SPSS Amos. (2018c, March 1). Regression Weight. Amos Output. (A. N. Putra, S. P. Anantadjaya, & I. M. Nawangwulan, Compilers) BSD City, Serpong, Banten, Indonesia: IBM SPSS Amos.

Indra, J., & Anantadjaya, S. P. (2011). Balancing the Firm's Scores: A Performance and Control Study in Indonesian Financing Industry. The 7th Asia Pacific Management Accounting Association (APMAA) Conference & Doctoral Colloquium. Shah Alam, Selangor, Malaysia: APMAA & UiTM.

Istijanto. (2009). Aplikasi Praktis Riset Pemasaran. Jakarta, Indonesia: PT. Gramedia Pustaka Utama.

Kotler, P., & Armstrong, G. (2014). Principles of Marketing (15th ed.). Essex, UK: Pearson Education Limited.

Labensky, S. R., Hause, A. M., Labensky, S. R., & Martel, P. A. (2014). On Cooking: A Textbook of Culinary Fundamentals (5th ed.). Essex, UK: Pearson Education Limited.

Motes, M. A., Malach, R., & Kozhevnikov, M. (2008, November 19). Object-Processing Neural Efficiency Differentiates Object from Spatial Visualizers. Neuro Report, 19(17), 1727-1731. doi:10.1097/WNR.0b013e328317f3e2.

Munada, N. S. (2017). Dinamika Kepribadian Tangguh Pada Mahasiswa Obesitas yang Berhasil Menurunkan Berat Badan: Komitmen, Kontrol, dan Tantangan Sebagai Kunci Keberhasilan. Dipetik December 18, 2018, dari Repository Universitas Gajah Mada: http://etd.repository.ugm.ac.id

Mustafa, Z., & Wijaya, T. (2012). Panduan Teknik Statistik SEM & PLS dengan SPSS AMOS. Yogyakarta: Cahaya Atma Pustaka.

Mwangi, A. (2010). The Art and Science of Food Garniture. Retrieved from Theseus: https://www.theseus.fi/handle/10024/33511

Nawangwulan, I. M., Anantadjaya, S. P., Widayatmoko, D., & Hulu, D. (2012, June 7-9). Building Conditions and Facilities Improve Customer Satisfaction? An Evidence of Consumer Behaviors in Office Buildings. Society of Interdisciplinary Business Research, 1(1), 2012-047.

Nisbets PLC. (2019). The Art of Food Plating. (Nisbets PLC, UK) Retrieved July 4, 2018, from Articles & Case Studies: https://www.nisbets.co.uk/the-art-of-food-plating

Okumu, J. (2012). Importance of Customer Satisfaction in Waskia Restaurant. (H. Alamäki, Ed.) Retrieved July 4, 2018, from Vasa Yrkeshögskola/Vaasan Ammattikorkeakoulu: Business Economics & Tourism: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.843.8746&rep=rep1&type=pdf

Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(Special), 33-44. Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.454.2827&rep=rep1&type=pdf

Pardede, T. E., Rosdiana, D., & Christianto, E. (2017, February). Gambaran Pengendalian Diabetes Melitus Berdasarkan Parameter Indeks Massa Tubuh dan Tekanan Darah di Poli Rawat Jalan Penyakit Dalam RSUD Arifin Achmad Pekanbaru. Jurnal Online Mahasiswa Fakultas Kedokteran, 1(4), 1-4.

PT. Tutup Panci Indonesia. (2018). Laporan Keuangan. BSD City, Serpong: Tutup Panci Bistro.

Pulos, E., & Leng, K. (2010, June). Evaluation of a Voluntary Menu-Labelling Program in Full-Service Restaurants. American Journal of Public Health, 100(6), 1035-1039. doi:https://dx.doi.org/10.2105%2FAJPH.2009.174839

Putra, A. N., Saroso, P. A., & Anantadjaya, S. P. (2015). Physical Menu Design: One Important Marketing Tool. (I. M. Nawangwulan, Ed.) Saarbrucken, Germany: LAP Lambert Academic Publishing.

Ray, A. (2015, January 22). Food Plating: The Art of Food Presentation. (The Art Institutes) Retrieved July 4, 2018, from About: https://www.artinstitutes.edu/about/blog/food-plating-the-art-of-food-presentation

Reid, R. D., & Bojanic, D. C. (2009). Hospitality Marketing Management. New Jersey, USA: John Wiley and Sons.

Rozekhi, N. A., Hussin, S., Siddiqe, A. S., Rashid, P. D., & Salmi, N. S. (2016). The Influence of Food Quality on Customer Satisfaction in Fine Dining Restaurant: Case in Penang. International Academic Research Journal of Business and Technology, 2(2), 45-50. Diambil kembali dari http://www.iarjournal.com/wp-content/uploads/IARJBT2016_2_45-50.pdf

Santoso, S. (2009). SEM, Konsep dan Aplikasinya pada AMOS. Jakarta, Indonesia: PT Elex Media Komputindo.

Sarwono, J. (2012). Metode Riset Skripsi Pendekatan Kuantitatif Menggunakan Prosedur SPSS. Jakarta: PT Elex Media Komputindo.

Schumacker, R. E., & Lomax, R. G. (2004). A Beginner's guide to Structural Equation Modeling (2nd ed.). Upper Saddle River, NJ, USA: Lawrence Erlbaum Associates, Inc.

Sekaran, U., & Bougie, R. (2009). Research Methods for Business (5th ed.). United Kingdom.

Shock, P. J., Bowen, J. T., & Stefanelli, J. M. (2004). Restaurant Marketing for Owners and Managers. Hoboken, NJ, USA: John Wiley & Sons, Inc.

Singh, N., & Srivastava, S. K. (2011, May 1). Impact of Colors on the Psychology of Marketing - A Comprehensive Over View. Management and Labour Studies, 36(2), 199-209. doi:https://doi.org/10.1177%2F0258042X1103600206

Soenawan, A. D., & Malonda, E. S. (2015). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Harga Terhadap Keputusan Pembelian Konsumen D'Stupid Baker Spazio Graha Family Surabaya. Undergraduate Thesis Review, 395-409. Surabaya, Jawa Timur, Indonesia: Universitas Kristen Petra. Retrieved Maret 1, 2019, from https://media.neliti.com/media/publications/84533-ID-pengaruh-kualitas-produk-kualitas-pelaya.pdf

Spence, C., Okajima, K., Cheok, A. D., Petit, O., & Michel, C. (2016, December). Eating with Our Eyes: From Visual Hunger to Digital Satiation. Brain and Cognition, 110, 53-63. doi:10.1016/j.bandc.2015.08.006

Spence, C., Piqueras-Fiszman, B., Michel, C., & Deroy, O. (2014, May 20). Plating Manifesto (II): The Art and Science of Plating. Flavor Journal, 3(4), 1-12. doi:https://doi.org/10.1186/2044-7248-3-4

Stewart, P. C., & Goss, E. (2013, October 23). Plate Shape and Colour Interact to Influence Taste and Quality Judgments. Flavour, 2(27), 1-9. doi:https://doi.org/10.1186/2044-7248-2-27

The Manila Times. (2014, February 15). The Possibilities of Plating. The Manila Times, p. Home/Lifestyles. Retrieved July 4, 2018, from https://www.manilatimes.net/the-possibilities-of-plating/75842/

Thomas Jr, L., & Mills, J. (2006, February). Consumer Knowledge and Expectations of Restaurant Menus and Their Governing Legislation: A Qualitative Assessment. Journal of Food Service, 17(1), 6-22. doi:http://dx.doi.org/10.1111/j.1745-4506.2006.00015.x

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian. Jogyakarta, DI Jogyakarta, Indonesia: Andi Publisher.

Unilever Food Solutions. (2016). The Basic of Food Plating. Retrieved December 18, 2017, from Chef Lifestyle Tips: https://www.unileverfoodsolutions.co.nz/chef-inspiration/cheflife/the-basics-of-food-plating.html

Velasco, C., Michel, C., Woods, A. T., & Spence, C. (2016, October-December). On the Importance of Balance to Aesthetic Plating. International Journal of Gastronomy and Food Science, 5-6, 10-16. doi:https://doi.org/10.1016/j.ijgfs.2016.08.001

Vijayakurmaran, R. K., & Amalina, S. N. (2018, June). Influences of Nutrition Information on Fast Food Consumption Among Undergraduates. Food Research, 2(3), 228-233. doi:https://doi.org/10.26656/fr.2017.2(3).288

Weaver, D., & Lawton, L. (2014). Tourism Management (5th ed.). New York City, NY, USA: Wiley.

Wijaya. (2009). Analisis Structural Equation Modeling Menggunakan AMOS. Yogyakarta, Indonesia: Universitas Atmajaya.

Wirtz, J., & Lovelock, C. H. (2016). Services Marketing: People, Technology, Strategy (8th ed.). Hackensack, NJ, US: World Scientific Publishing Co., Inc.

Yong, C. K., Siang, D. O., Lok, T. W., & Kuan, W. Y. (2013, April). Factors Influencing Dining Experience on Customer Satisfaction and Revisit Intention Among Undergraduates Towards Fast Food Restaurants. Faculty of Accountancy and Management, Department of International Business. Kuala Lumpur: Universiti Tunku Abdul Rahman. Retrieved September 20, 2018, from http://eprints.utar.edu.my/1064/1/Factors_Influencing_Dining_Experience_on_Customer_Satisfaction_and_Revisit_Intention_among_Undergraduates_towards_Fast_Fo~1.pdf




DOI: https://doi.org/10.24123/jmb.v19i2.439

Article Metrics

Abstract view : 0 times
PDF - 0 times

Refbacks

  • There are currently no refbacks.




Copyright (c) 2020 Aditya Nova Putra, Samuel PD Anantadjaya, Irma M Nawangwulan

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

Creative Commons License

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

Google Scholar Google ScholarGARUDA - Garba Rujukan Digital
 mabis statistics