PENGARUH SERVICESCAPE DAN GAYA HIDUP TERHADAP NIAT BERKUNJUNG ULANG DIMEDIASI KEPUASAN (STUDI EMPIRIS CAFÉ DI JOMBANG)
DOI:
https://doi.org/10.34127/jrlab.v13i1.991Abstract
The current café business has grown so rapidly, the level of competition is also getting tougher, marked by the emergence of various kinds of café concepts that have their own charm, have their own characteristics raised, provide a customer experience. This study aims to examine whether servicescape and lifestyle affect the intention to revisit, and satisfaction is a mediating variable from the influence of the two independent variables. The research method used an explanatory approach, the data was obtained through distributing questionnaires to cafe customers in Jombang and its surroundings, there were 182 respondents. The results showed that servicescape had an effect on the intention to revisit, and lifestyle also had an effect on the intention to revisit, meanwhile satisfaction became a mediating variable (partial mediation) of the two independent variables on the intention to revisit. Keywords: Servicescape, Lifestyle, Satisfaction, Revisit Intention.References
Ahn, E., Chae, J., & Lee, H.-H. (2016). Shopping for Oneself : Motives and Orientations of Small Luxury Purchase as Self-Gifting. International Journal of Costume and Fashion, 16(1), 87–107. https://doi.org/10.7233/ijcf.2016.16.1.087
Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195
Akkaya, M. (2021). Understanding the impacts of lifestyle segmentation & perceived value on brand purchase intention: An empirical study in different product categories. European Research on Management and Business Economics, 27(3), 100155. https://doi.org/10.1016/j.iedeen.2021.100155
Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing and Management, 28(7), 833–861. https://doi.org/10.1080/19368623.2019.1568339
Babin, B. J., & Mitch, G. (1998). The Nature of Satisfaction : An Updated Examination and Analysis Variance extracted. Journal of Business Research, 41(97), 127–136.
Bagley, M. N., & Mokhtarian, P. L. (2002). The impact of residential neighborhood type on travel behavior: A structural equations modeling approach. Annals of Regional Science, 36(2), 279–297. https://doi.org/10.1007/s001680200083
Bahja, F., & Hancer, M. (2021). Journal of Destination Marketing & Management Eco-guilt in tourism : Do tourists intend to behave environmentally friendly and still revisit ? Journal of Destination Marketing & Management, 20(July 2020), 100602. https://doi.org/10.1016/j.jdmm.2021.100602
Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research. Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. https://doi.org/10.1037/0022-3514.51.6.1173
Chang, K. C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116–128. https://doi.org/10.1016/j.ijhm.2015.12.003
Cheng, D., & Fountain, J. (2021). Mainland Chinese Generation Y tourists to Tibet : Travel constraints , revisit intention and their negotiation. Journal of Hospitality and Tourism Management, 48(March), 128–137. https://doi.org/10.1016/j.jhtm.2021.05.008
Chitty, C., Ward, S., & Chua, C. (2007). An application of the ECSI model as a predictor of satisfaction and loyalty for backpacker hostels. Marketing Intelligence and Planning, 25(6), 563–580. https://doi.org/10.1108/02634500710819941
Chua, B. L., Lee, S., & Han, H. (2017). Consequences of cruise line involvement: a comparison of first-time and repeat passengers. International Journal of Contemporary Hospitality Management, 29(6), 1658–1683. https://doi.org/10.1108/IJCHM-09-2015-0452
Cole, S. T., & Chancellor, H. C. (2009). Examining the festival attributes that impact visitor experience , satisfaction and re-visit intention. Journal of Vacation Marketing, 15(4), 323–333. https://doi.org/10.1177/1356766709335831
Demoulin, N., & Willems, K. (2019). Servicescape irritants and customer satisfaction: The moderating role of shopping motives and involvement. Journal of Business Research, 104(December 2017), 295–306. https://doi.org/10.1016/j.jbusres.2019.07.004
Deng, W. J., Yeh, M. L., & Sung, M. L. (2013). A customer satisfaction index model for international tourist hotels : Integrating consumption emotions into the American Customer Satisfaction Index. International Journal of Hospitality Management, 35, 133–140. https://doi.org/10.1016/j.ijhm.2013.05.010
Durna, U., Dedeoglu, B., & Balikcioglu, S. (2015). The role of servicescape and image percepction f costumers on behavioral intentions in hotel industry. Journal of Managerial Psychology, Vol. 30 No, 645–658.
Farid, M. (2007). Entrepreneurship in Egypt and the US compared: Directions for further research suggested. Journal of Management Development, 26(5), 428–440. https://doi.org/10.1108/02621710710748266
Francesco, G., & Roberta, G. (2019). Cross-country analysis of perception and emphasis of hotel attributes. Tourism Management, 74(February), 24–42. https://doi.org/10.1016/j.tourman.2019.02.011
González, A. M., & Bello, L. (2002). The construct `` lifestyle ’ ’ in market segmentation The behaviour of tourist consumers. https://doi.org/10.1108/03090560210412700
Hair, J. F., Hult, G. T., M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage, 165.
Han, H., Back, K., & Barrett, B. (2009). Influencing factors on restaurant customers ’ revisit intention : The roles of emotions and switching barriers. International Journal of Hospitality Management, 28, 563–572. https://doi.org/10.1016/j.ijhm.2009.03.005
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92. https://doi.org/10.1016/j.ijhm.2017.03.006
Herjanto, H. (2020). Repurchase intention : the effect of similarity and client knowledge. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-03-2020-0108
Iversen, N. M., Hem, L. E., & Mehmetoglu, M. (2015). Lifestyle Segmentation of Tourists Seeking Nature- Based Experiences : The Role of Cultural Values and Travel Motives NATURE-BASED EXPERIENCES : THE ROLE OF. June, 37–41. https://doi.org/10.1080/10548408.2014.998359
K. Moorthy, L.C T’ing, S.A, C.T Ching, L. Y Loong, L.S Xian, T. . L. (2018). Corporate image no longer leads to customer satisfaction and loyalty. International Journal of Law and Management. doi.org/10.1108/IJLMA-04-2017-0082
Kassim, N. M., & Zain, M. M. (2016). Quality of lifestyle and luxury purchase inclinations from the perspectives of affluent Muslim consumers. Journal of Islamic Marketing, 7(1).
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/IJTC-09-2017-0044
Kim, H. C., Chua, B. L., Lee, S., Boo, H. C., & Han, H. (2016). Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges. Journal of Travel and Tourism Marketing, 33(9), 1213–1234. https://doi.org/10.1080/10548408.2015.1094003
Kim, J. (Sunny), Song, H. J., Lee, C. K., & Lee, J. Y. (2017). The impact of four CSR dimensions on a gaming company’s image and customers’ revisit intentions. International Journal of Hospitality Management, 61, 73–81. https://doi.org/10.1016/j.ijhm.2016.11.005
Kim, M. (2021). Conceptualization of e-servicescapes in the fitness applications and wearable devices context: Multi-dimensions, consumer satisfaction, and behavioral intention. Journal of Retailing and Consumer Services, 61(March), 102562. https://doi.org/10.1016/j.jretconser.2021.102562
Kim, S., & Rasouli, S. (2022). The influence of latent lifestyle on acceptance of Mobility-as-a-Service (MaaS): A hierarchical latent variable and latent class approach. Transportation Research Part A: Policy and Practice, 159(April), 304–319. https://doi.org/10.1016/j.tra.2022.03.020
Kitamura, R. (2009). Life-style and travel demand. Transportation, 36(6), 679–710. https://doi.org/10.1007/s11116-009-9244-6
Kumar, S., Jain, A., & Hsieh, J. (2021). Journal of Retailing and Consumer Services Impact of apps aesthetics on revisit intentions of food delivery apps : The mediating role of pleasure and arousal. Journal of Retailing and Consumer Services, 63(July), 102686. https://doi.org/10.1016/j.jretconser.2021.102686
Lam, L. W., Chan, K. W., Fong, D., & Lo, F. (2011). Does the look matter? The impact of casino servicescape on gaming customer satisfaction, intention to revisit, and desire to stay. International Journal of Hospitality Management, 30(3), 558–567. https://doi.org/10.1016/j.ijhm.2010.10.003
Lee, J., Whaley, J. E., Lee, J., & Whaley, J. E. (2019). Determinants of dining satisfaction. Journal of Hospitality Marketing & Management, 28(03), 1–28. https://doi.org/10.1080/19368623.2019.1523031
Lee, M. S. W., & Ahn, C. S. Y. (2016). Anti-consumption, Materialism, and Consumer Well-being. Journal of Consumer Affairs, 50(1), 18–47. https://doi.org/10.1111/joca.12089
Li, S. (2021). Linking servicescape and customer engagement: An investigation in the hotel context. International Journal of Hospitality Management, 94(422). https://doi.org/10.1016/j.ijhm.2021.102880
Lin, I. Y., & Mattila, A. S. (2010). Restaurant servicescape, service encounter, and perceived congruency on customers’ emotions and satisfaction. Journal of Hospitality Marketing and Management, 19(8), 819–841. https://doi.org/10.1080/19368623.2010.514547
Lin, I. Y., & Worthley, R. (2012). Servicescape moderation on personality traits, emotions, satisfaction, and behaviors. International Journal of Hospitality Management, 31(1), 31–42. https://doi.org/10.1016/j.ijhm.2011.05.009
Line, N. D., & Hanks, L. (2020). A holistic model of the servicescape in fast casual dining. International Journal of Contemporary Hospitality Management, 32(1), 288–306. https://doi.org/10.1108/IJCHM-04-2019-0360
Mannan, M., Chowdhury, N., & Sarker, P. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management, 14(4), 922–947. https://doi.org/10.1108/JM2-12-2017-0135
Marinkovic, V., & Kalinic, Z. (2017). Antecedents of customer satisfaction in mobile commerce: exploring the moderating effect of customization. Online Information Review, 41(2).
Matharu, M., & Jain, R. (2020). Understanding the impact of lifestyle on sustainable consumption behavior : a sharing economy perspective. https://doi.org/10.1108/MEQ-02-2020-0036
Mathe, K., Scott-halsell, S., Roseman, M., & Scott-halsell, S. (2013). The Role of Customer Orientation in the Relationship Between Manager Communications and Customer Satisfaction. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/1096348013496278
Meng, B., & Choi, K. (2017). Theme restaurants’ servicescape in developing quality of life: The moderating effect of perceived authenticity. International Journal of Hospitality Management, 65, 89–99. https://doi.org/10.1016/j.ijhm.2017.06.011
Nair, S. R. (2017). Analyzing the relationship between store attributes , satisfaction , patronage-intention and lifestyle in food and grocery store choice behavior. International Journal of Retail & Distribution Management. https://doi.org/10.1108/IJRDM-06-2016-0102
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 91(November), 102414. https://doi.org/10.1016/j.ijhm.2019.102414
Oh, H., & Kim, K. (2017). Customer satisfaction , service quality , and customer value : years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. American Marketing Association, 17(4), 460–469.
Oviedo-garcía, M. Á., Vega-vázquez, M., Castellanos-verdugo, M., & Orgaz-agüera, F. (2019). Tourism in protected areas and the impact of servicescape on tourist satisfaction, key in sustainability. Journal of Destination Marketing & Management, 12(March 2018), 74–83. https://doi.org/10.1016/j.jdmm.2019.02.005
Park, J. Y., Back, R. M., Bufquin, D., & Shapoval, V. (2019). Servicescape, positive affect, satisfaction and behavioral intentions: The moderating role of familiarity. International Journal of Hospitality Management, 78(June 2018), 102–111. https://doi.org/10.1016/j.ijhm.2018.11.003
Park, K., & Park, J. W. (2018). The effects of the servicescape of airport transfer amenities on the behavioral intentions of transfer passengers: A case study on Incheon International Airport. Journal of Air Transport Management, 72(August 2016), 68–76. https://doi.org/10.1016/j.jairtraman.2018.08.002
Prato, C. G., Bekhor, S., & Pronello, C. (2012). Latent variables and route choice behavior. Transportation, 39(2), 299–319. https://doi.org/10.1007/s11116-011-9344-y
Prayag, G., Hassibi, S., & Nunkoo, R. (2019). A systematic review of consumer satisfaction studies in hospitality journals : conceptual development , research approaches and future prospects. Journal of Hospitality Marketing & Management, 28(1), 51–80. https://doi.org/10.1080/19368623.2018.1504367
Prentice, C., Wang, X., & Manhas, P. S. (2021). The spillover effect of airport service experience on destination revisit intention. Journal of Hospitality and Tourism Management, 48(June), 119–127. https://doi.org/10.1016/j.jhtm.2021.06.001
Rahimi, R., & Kozak, M. (2017). Impact of Customer Relationship Management on Customer Satisfaction : The Case of a Budget Hotel Chain. Journal of Travel & Tourism Marketing, 34(1), 40–51. https://doi.org/10.1080/10548408.2015.1130108
Rasouli, S., & Timmermans, H. (2017). Life-Oriented Behavioral Research for Urban Policy. Life-Oriented Behavioral Research for Urban Policy, 451–477. https://doi.org/10.1007/978-4-431-56472-0
Ren, L., Qiu, H., Wang, P., & Lin, P. M. C. (2016). Exploring customer experience with budget hotels: Dimensionality and satisfaction. International Journal of Hospitality Management, 52, 13–23. https://doi.org/10.1016/j.ijhm.2015.09.009
Ryu, K., & Han, H. (2010). “Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price.” Journal of Hospitality & Tourism Research, 34(3), 310–329. https://doi.org/10.1177/1096348009350624
Ryu, K., & Jang, S. (2008). Influence of restaurant’s physical environments on emotion and behavioral intention. Service Industries Journal, 28(8), 1151–1165. https://doi.org/10.1080/02642060802188023
Scarpi, D., Mason, M., & Raggiotto, F. (2019). To Rome with love: A moderated mediation model in Roman heritage consumption. Tourism Management, 71(September 2017), 389–401. https://doi.org/10.1016/j.tourman.2018.10.030
Shukla, P. (2004). Effect of product usage, satisfaction and involvement on brand switching behaviour. Asia Pacific Journal of Marketing and Logistics, 16(4), 82–104. https://doi.org/10.1108/13555850410765285
Spielmann, N., Laroche, M., & Borges, A. (2012). How service seasons the experience: Measuring hospitality servicescapes. International Journal of Hospitality Management, 31(2), 360–368. https://doi.org/10.1016/j.ijhm.2011.06.001
Stylos, N., Bellou, V., Andronikidis, A., & Vassiliadis, C. A. (2017). Linking the dots among destination images , place attachment , and revisit intentions : A study among British and Russian tourists. Tourism Management, 60, S11–S12. https://doi.org/10.1016/j.tourman.2016.11.006
Suresh, S., & Ravichandran, S. (2010). Using Lifestyle Analysis to Develop Wellness Marketing Strategies for IT Professionals in India Using Lifestyle Analysis to Develop Wellness Marketing Strategies for IT Professionals in India. November 2014, 37–41. https://doi.org/10.1080/07359680903263680
Tankovic, A. C., & Benazic, D. (2018). The perception of e-servicescape and its influence on perceived e-shopping value and customer loyalty. Online Information Review, 42(7), 1124–1145. https://doi.org/10.1108/OIR-12-2016-0354
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
Tseng, L. M. (2019). How customer orientation leads to customer satisfaction: Mediating mechanisms of service workers’ etiquette and creativity. International Journal of Bank Marketing, 37(1), 210–225. https://doi.org/10.1108/IJBM-10-2017-0222
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12), e05710. https://doi.org/10.1016/j.heliyon.2020.e05710
Van Acker, V., Goodwin, P., & Witlox, F. (2016). Key research themes on travel behavior, lifestyle, and sustainable urban mobility. International Journal of Sustainable Transportation, 10(1), 25–32. https://doi.org/10.1080/15568318.2013.821003
Vargas, E. P., de-Juan-Ripoll, C., Panadero, M. B., & Alcañiz, M. (2021). Lifestyle segmentation of tourists: the role of personality. Heliyon, 7(7). https://doi.org/10.1016/j.heliyon.2021.e07579
Walker, J. L., & Li, J. (2007). Latent lifestyle preferences and household location decisions. Journal of Geographical Systems, 9(1), 77–101. https://doi.org/10.1007/s10109-006-0030-0
Witzling, L., & Shaw, B. R. (2018). Lifestyle segmentation and political ideology: Toward understanding beliefs and behavior about local food. Appetite. https://doi.org/10.1016/j.appet.2018.10.003
Yu, J., Lee, K., & Hyun, S. S. (2021). Understanding the influence of the perceived risk of the coronavirus disease (COVID-19) on the post-traumatic stress disorder and revisit intention of hotel guests. Journal of Hospitality and Tourism Management, 46(September 2020), 327–335. https://doi.org/10.1016/j.jhtm.2021.01.010
Downloads
Published
Issue
Section
License
Jurnal Lentera Bisnis disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.
Berdasarkan ciptaan pada https://plj.ac.id/ojs/index.php/jrlab
