The Factors That Affect The Satisfaction of Local Coffee Shop Customers in The 4.0 Industry Era

https://doi.org/10.22146/ae.60861

Nanda Rusti(1), Irham Irham(2*), Any Suryantini(3)

(1) Department of Agricultural Socio-Economics, Faculty of Agriculture, Universitas Gadjah Mada, Yogyakarta, 55281, Indonesia
(2) Department of Agricultural Socio-Economics, Faculty of Agriculture, Universitas Gadjah Mada, Yogyakarta, 55281, Indonesia
(3) Department of Agricultural Socio-Economics, Faculty of Agriculture, Universitas Gadjah Mada, Yogyakarta, 55281, Indonesia
(*) Corresponding Author

Abstract


Customer satisfaction is the opinion of consumers, in the form of the performance of a product or service that meets their expectations. Generally, successful businesses highly care about customer satisfaction as profit. Therefore, this study aims to analyze the effects of: (1) perceived quality, (2) price, (3) industrial application 4.0, and (4) products innovation on customer satisfaction in the local coffee shop business in the Special Region of Yogyakarta. The data were collected using online questionnaires sent through direct message on instagram account of each customer who posted a photo with a tag or a hashtag from one of the 31 local coffee shops whilst they were enjoying a cup of coffee drink. All customers had the same opportunity to be sampled according to a representative proportion at each local coffee shop. The determination of the minimum sample used was 165 respondents. The samples analyzed were 173 respondents collected from 450 questionnaires completed by customers in which only 176 questionnaires were returned, and three questionnaires happened to be outliers that needed to be eliminated. The data were analyzed using the Structural Equation Modeling (SEM) provided in the AMOS application. The results indicated that customer satisfaction was positively influenced by perceived quality, industry 4.0 implementation, and products innovation, while price negatively affected customer satisfaction. It is highly recommended to maintain and improve perceived quality, industry 4.0 implementation, products innovation, and consider in determining extremely crucial prices for the local coffee shops to acquire customer satisfaction.


Keywords


customer satisfaction, local coffee shops, industry 4.0, product innovations

Full Text:

PDF


References

Abdullah, D., Hamir, N., Nor, N. M., Jayaraman, K., & Rostum, A. M. M. (2018). Food quality, service quality, price fairness and restaurant re-patronage intention: The mediating role of customer satisfaction. International Journal of Academic Research in Business and Social Sciences, 8(17), 211–226. https://doi.org/10.6007/IJARBSS/v8-i17/5226

Anjani, H. D., Irham, I., & Waluyati, L. R. (2019). Relationship of 7P Marketing Mix and Consumers’ Loyalty in Traditional Markets. Agro Ekonomi, 29(2), 261. https://doi.org/10.22146/ae.36400

Back, R. M., Bufquin, D., & Park, J. Y. (2018). Why do They Come Back? The Effects of Winery Tourists’ Motivations and Satisfaction on the Number of Visits and Revisit Intentions. International Journal of Hospitality and Tourism Administration, 00(00), 1–25. https://doi.org/10.1080/15256480.2018.1511499

Choshin, M., & Ghaffari, A. (2017). An investigation of the impact of effective factors on the success of e-commerce in small- and medium-sized companies. Computers in Human Behavior, 66, 67–74. https://doi.org/10.1016/j.chb.2016.09.026

Dries, L., Pascucci, S., Török, Á., & Tóth, J. (2014). Keeping your secrets public? Open versus closed innovation processes in the hungarian wine sector. International Food and Agribusiness Management Review, 17(1), 147–162.

Frank, B., Herbas Torrico, B., Enkawa, T., & Schvaneveldt, S. J. (2014). Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience. Journal of Retailing, 90(4), 567–586. https://doi.org/10.1016/j.jretai.2014.08.001

Google Maps. (2020). Peta Lokasi Coffee Shop Lokal di Daerah Istimewa Yogyakarta. https://www.google.com/maps/search/Coffee+Shop+Lokal+di+Daerah+Istimewa+Yogyakarta/@-7.7815082,110.3305541,13z/data=!3m1!4b1. Accessed on 20 April 2020.

Han, H., Nguyen, H. N., Song, H., Chua, B. L., Lee, S., & Kim, W. (2018). Drivers of brand loyalty in the chain coffee shop industry. International Journal of Hospitality Management, 72(December 2017), 86–97. https://doi.org/10.1016/j.ijhm.2017.12.011

Han, H., & Ryu, K. (2012). The theory of repurchase decision-making (TRD): Identifying the critical factors in the post-purchase decision-making process. International Journal of Hospitality Management, 31(3), 786–797. https://doi.org/10.1016/j.ijhm.2011.09.015

Hariguna, T., Yusup, M., & Priyadi, A. (2019). The Transaction Optimization Of Color Print Sales Through E-Commerce Website Based On Yii Framework On Higher Education. Aptisi Transactions On Technopreneurship (ATT), 1(1), 1–10. https://doi.org/10.34306/att.v1i1.60

Isaskar, R., Darwanto, D. H., Waluyati, L. R., & Irham. (2019). Consumer Satisfaction on Mocaf (Modified Cassava Flour) Based Food Products in Supporting Industrial Revolution 4.0: SEM Approach. IOP Conference Series: Materials Science and Engineering, 546(5), 0–9. https://doi.org/10.1088/1757-899X/546/5/052033

Jovanovski, D. I. B., Seykova, D., Boshnyaku, A., & Fischer, D. I. C. (2019). the Impact of Industry 4 . 0 on the Competitiveness of Smes. International Scientific Journal “Industry 4.0,” 255(5), 250–255.

Kim, W. G., Li, J. J., & Brymer, R. A. (2016). The impact of social media reviews on restaurant performance: The moderating role of excellence certificate. International Journal of Hospitality Management, 55, 41–51.https://doi.org/10.1016/j.ijhm.2016.03.001

Konuk, F. A. (2018). Price fairness, satisfaction, and trust as antecedents of purchase intentions towards organic food. Journal of Consumer Behaviour, 17(2), 141–148. https://doi.org/10.1002/cb.1697

Miswanto, M., & Angelia, Y. R. (2017). the Influence of Service Quality and Store Atmosphere on Customer Satisfaction. Jurnal Manajemen Dan Kewirausahaan, 19(2), 25–34. https://doi.org/10.9744/jmk.19.2.106-111

Mohammad Haghighi. (2012). Evaluation of factors affecting customer loyalty in the restaurant industry. African Journal of Business Management, 6(14), 5039–5046. https://doi.org/10.5897/ajbm11.2765

Prebensen, N. K., & Xie, J. (2017). Efficacy of co-creation and mastering on perceived value and satisfaction in tourists’ consumption. Tourism Management, 60, 166–176. https://doi.org/10.1016/j.tourman.2016.12.001

Ranjbarian, B., Sanayei, A., Kaboli, M. R., & Hadadian, A. (2012). An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department Stores. International Journal of Business and Management, 7(6). https://doi.org/10.5539/ijbm.v7n6p40

Rubera, G., & Kirca, A. H. (2017). You gotta serve somebody: the effects of firm innovation on customer satisfaction and firm value. Journal of the Academy of Marketing Science, 45(5), 741–761. https://doi.org/10.1007/s11747-016-0512-7

Runtunuwu, J., Oroh, S., & Taroreh, R. (2014). Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Pengguna Cafe Dan Resto Cabana Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3), 1803–1813. https://doi.org/10.35794/emba.v2i3.5973

Stock, T., & Seliger, G. (2016). Opportunities of Sustainable Manufacturing in Industry 4.0. Procedia CIRP, 40(Icc), 536–541. https://doi.org/10.1016/j.procir.2016.01.129

Suhud, U., Allan, M., Wibowo, S. F., Sabrina, E., & Willson, G. (2020). Measuring customer satisfaction of a café and coffee shop colony at a traditional market. Journal of Foodservice Business Research, 23(1), 78–94. https://doi.org/10.1080/15378020.2019.1686897

Tu, Y.-T., & . H.-C. C. (2012). Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24–32. https://doi.org/10.22610/jsds.v3i1.682

Vrontis, D., Bresciani, S., & Giacosa, E. (2016). Tradition and innovation in Italian wine family businesses. British Food Journal, 118(8), 1883–1897. https://doi.org/10.1108/BFJ-05-2016-0192

Wang, W. T., Wang, Y. S., & Liu, E. R. (2016). The stickiness intention of group-buying websites: The integration of the commitment–trust theory and e-commerce success model. Information and Management, 53(5), 625–642. https://doi.org/10.1016/j.im.2016.01.006

Wongprawmas, R., & Spadoni, R. (2018). Is innovation needed in the Old World wine market? The perception of Italian stakeholders. British Food Journal, 120(6), 1315–1329. https://doi.org/10.1108/BFJ-07-2017-0409

Woo, M. (2019). Assessing customer citizenship behaviors in the airline industry: Investigation of service quality and value. Journal of Air Transport Management, 76(July 2018), 40–47. https://doi.org/10.1016/j.jairtraman.2019.02.006

Yin, Y., Stecke, K. E., & Li, D. (2018). The evolution of production systems from Industry 2.0 through Industry 4.0. International Journal of Production Research, 56(1–2), 848–861. https://doi.org/10.1080/00207543.2017.1403664

Zehir, C., & Narcıkara, E. (2016). E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions. Procedia - Social and Behavioral Sciences, 229, 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153



DOI: https://doi.org/10.22146/ae.60861

Article Metrics

Abstract views : 3778 | views : 2658

Refbacks

  • There are currently no refbacks.




Copyright (c) 2018 Agro Ekonomi

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

AGRO EKONOMI ISSN 0215-8787 (print) , ISSN 2541-1616 (online)  indexed by :

sinta worldcat 

 

View My Stats