Customer Experience and Physical Environment Increasing Customer Satisfaction through Customer Value
Keywords:
Customer Experience, Physical Environment, Customer Value, Customer Satisfaction
Abstract
Positioning is a matter in any business including the service industry. In general, any restaurant provides all convenience facility for customer. This study aims to increase customer satisfaction with specific unique positioning mediating by customer value in pet-friendly policy at Kina Café & Bar. The population of this study consists of visitors to Kina Café & Bar. Accidental sampling technique was used to select 250 respondents. Data analysis was conducted using Structural Equation Modeling (SEM) with the assistance of SmartPLS software. The results of this study indicate that customer experience has a significant impact on customer value and satisfaction. Additionally, customer experience has a significant impact on customer satisfaction through customer value. The physical environment significantly affects customer value and satisfaction. Additionally, customer value has a significant impact on customer satisfaction. Therefore, the physical environment indirectly affects customer satisfaction through customer value.
References
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Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value : The development of a multiple item scale. 77, 203–220.
Taylor, S. A., & Baker, L. (1994). An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers ’ Purchase Intentions. 70(2), 163–178.
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). International Journal of Information Management An assessment of customers ’ e-service quality perception , satisfaction and intention. International Journal of Information Management, 30(6), 481–492. https://doi.org/10.1016/j.ijinfomgt.2010.03.005
Vakulenko, Y., Oghazi, P., & Hellström, D. (2019). Innovative framework for self-service kiosks: Integrating customer value knowledge. Suma de Negocios, 4(4), 262–268. https://doi.org/10.1016/j.jik.2019.06.001
Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology and Marketing, 16(1), 51–68. https://doi.org/10.1002/(SICI)1520-6793(199901)16:1<51::AID-MAR4>3.0.CO;2-0
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Wilianto, V., Santoso, N., & Siaputra, H. (2017). Pengaruh Physical Environment Terhadap Customer Satisfaction Yang Membentuk Behavioral Intention Di Domi Deli Restaurant Surabaya: Aplikasi Skala Pengukuran Dinescape. Jurnal Hospitality Dan Manajemen Jasa, 5(1), 71–82.
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, Y. L., & Li, E. Y. (2018). Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective. In Internet Research (Vol. 28, Issue 1). https://doi.org/10.1108/IntR-08-2016-0250
Yrjölä, M., Rintamäki, T., Saarijärvi, H., Joensuu, J., & Kulkarni, G. (2019). A customer value perspective to service experiences in restaurants. Journal of Retailing and Consumer Services, 51(May), 91–101. https://doi.org/10.1016/j.jretconser.2019.05.030
Zboja, J. J., Laird, M. D., & Bouchet, A. (2015). Perceived trustworthiness of online shops. Journal of Consumer Behaviour, 50(October), 35–50. https://doi.org/10.1002/cb
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of. 60. https://doi.org/https://doi.org/10.1177/002224299606000203
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction , Market and Profitability : Findings From. 58(3), 53–66. https://doi.org/https://doi.org/10.2307/1252310
Berman, B., Evans, J. R., & Chatterjee, P. (2018). RETAIL MANAGEMENT.
Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Customers and Employees. Journal of Marketing, 56(2), 57. https://doi.org/10.2307/1252042
Ferdinand, A. T., & Zuhroh, S. (2022). A study on socio-aesthetic value accentuation and marketing performance: an SDL perspective. International Journal of Innovation Science, 14(2), 213–229. https://doi.org/10.1108/IJIS-11-2020-0255
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). Rr Vr Renowned. Journal of Marketing, 60(4), 7–18.
Furadantin, N. R. (2018). Analisis Data Menggunakan Aplikasi SmartPLS v.3.2.7 2018. Academia (Accelerating the World’s Research), 1–8.
Goodman, J. A. (2009). STRATEGIC CUSTOMER SERVICE.
Gummerus, J., Liljander, V., Weman, E., Pihlström, M., Gummerus, J., Liljander, V., & Pihlstro, M. (2014). Customer engagement in a Facebook brand community. https://doi.org/10.1108/01409171211256578
Jung, S., & Jin, B. (2016). Sustainable development of slow fashion businesses: Customer value approach. Sustainability (Switzerland), 8(6). https://doi.org/10.3390/su8060540
Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1), 144–156. https://doi.org/10.1016/j.ijhm.2008.06.010
Kotler, P., & Keller, K. L. (2012). MARKETING MANAGEMENT. In Marketing Management: A Cultural Perspective. https://doi.org/10.4324/9780203357262
Kumar, V., & Reinartz, W. (2016). Creating enduring customer value. Journal of Marketing, 80(6), 36–68. https://doi.org/10.1509/jm.15.0414
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Mahajan, G. (2007). Praise for Customer Value Investment. In Sage Publication.
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2018). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(3), 402–422. https://doi.org/10.1108/EJIM-09-2017-0117
Meshram, K., & O’Cass, A. (2018). Senior citizens’ perspective on the value offerings of third place via customer to customer (C-2-C) engagement. Journal of Services Marketing, 32(2), 175–194. https://doi.org/10.1108/JSM-08-2014-0269
Meyer, C., & Schwager, A. (2007). Understanding customer experience [14]. Harvard Business Review, 85(6), 137.
Oliver, R. L. (2015). Satisfaction: A Behavioral Perspective on the Consumer Second Edition (2nd ed.). Routledge.
Pei, X., Guo, J., Wu, T., Zhou, W., & Yeh, S. (2020). sustainability Does the E ff ect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage ? A Comparative Study of Di ff erent Shopping Situations. 1–19. https://doi.org/https://dx.doi.org/10.3390/SU12187436
Roggeveen, A. L., & Sethuraman, R. (2020). Customer-Interfacing Retail Technologies in 2020 & Beyond: An Integrative Framework and Research Directions. Journal of Retailing, 96(3), 299–309. https://doi.org/10.1016/j.jretai.2020.08.001
Ryu, K. (2005). DINESCAPE, emotions and behavioral intentions in upscale restaurants. Doctoral dissertation. https://www.researchgate.net/profile/Kisang_Ryu2/
Ryu, K., & Han, H. (2011). New or repeat customers: How does physical environment influence their restaurant experience? International Journal of Hospitality Management, 30(3), 599–611. https://doi.org/10.1016/j.ijhm.2010.11.004
Schmitt, B. (1999). Experiential Marketing. Journal of Marketing Management, 15(1–3), 53–67. https://doi.org/10.1362/026725799784870496
Sekaran, U., & Bougie, R. (2019). Research Methods for Business. In John Wiley & Sons, Inc. The (Vol. 49, Issue 4). https://doi.org/10.1108/et.2007.49.4.336.2
Siguaw, J. A., Gassenheimer, J. B., & Hunter, G. L. (2014). Consumer co-creation and the impact on intermediaries. International Journal of Physical Distribution and Logistics Management, 44(1), 6–22. https://doi.org/10.1108/IJPDLM-01-2012-0019
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value : The development of a multiple item scale. 77, 203–220.
Taylor, S. A., & Baker, L. (1994). An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers ’ Purchase Intentions. 70(2), 163–178.
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). International Journal of Information Management An assessment of customers ’ e-service quality perception , satisfaction and intention. International Journal of Information Management, 30(6), 481–492. https://doi.org/10.1016/j.ijinfomgt.2010.03.005
Vakulenko, Y., Oghazi, P., & Hellström, D. (2019). Innovative framework for self-service kiosks: Integrating customer value knowledge. Suma de Negocios, 4(4), 262–268. https://doi.org/10.1016/j.jik.2019.06.001
Wakefield, K. L., & Blodgett, J. G. (1999). Customer response to intangible and tangible service factors. Psychology and Marketing, 16(1), 51–68. https://doi.org/10.1002/(SICI)1520-6793(199901)16:1<51::AID-MAR4>3.0.CO;2-0
Walden, S. (2017). Customer Experience Management Rebooted. In Customer Experience Management Rebooted. https://doi.org/10.1057/978-1-349-94905-2
Wilianto, V., Santoso, N., & Siaputra, H. (2017). Pengaruh Physical Environment Terhadap Customer Satisfaction Yang Membentuk Behavioral Intention Di Domi Deli Restaurant Surabaya: Aplikasi Skala Pengukuran Dinescape. Jurnal Hospitality Dan Manajemen Jasa, 5(1), 71–82.
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, Y. L., & Li, E. Y. (2018). Marketing mix, customer value, and customer loyalty in social commerce: A stimulus-organism-response perspective. In Internet Research (Vol. 28, Issue 1). https://doi.org/10.1108/IntR-08-2016-0250
Yrjölä, M., Rintamäki, T., Saarijärvi, H., Joensuu, J., & Kulkarni, G. (2019). A customer value perspective to service experiences in restaurants. Journal of Retailing and Consumer Services, 51(May), 91–101. https://doi.org/10.1016/j.jretconser.2019.05.030
Zboja, J. J., Laird, M. D., & Bouchet, A. (2015). Perceived trustworthiness of online shops. Journal of Consumer Behaviour, 50(October), 35–50. https://doi.org/10.1002/cb
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The Behavioral Consequences of. 60. https://doi.org/https://doi.org/10.1177/002224299606000203
Published
2024-04-24
How to Cite
Fadillah, M. (2024). Customer Experience and Physical Environment Increasing Customer Satisfaction through Customer Value. ESENSI: Jurnal Manajemen Bisnis, 27(1), 24-40. https://doi.org/10.55886/esensi jmb.v27i1.864
Section
Articles
