PENGARUH HEDONIC VALUE TERHADAP BEHAVIORAL INTENTION DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA: 1903 – HERITAGE DINING)

Kevin Khuana(1*),


(1) 
(*) Corresponding Author

Abstract


This study aims to analyze the influence of Hedonic Value ( Adventure Shopping , Social shoping , Gratification Shopping , Idea Shopping , Role Shopping , Value Shopping) against Behavioral Intention ( Loyalty to the company, propensity to switch , Willingness to pay more , External response to the problem , internal response to the problem ) by considering factors Restaurant Customer Satisfaction ( Pace of Service, Service Overall , Server Communication & accurancy , taste & quality Food , Food Preparation , Gratefulness , Atmosphere in whole ). This study used a questionnaire which was distributed to 100 consumer respondents in 1903 - Heritage Dining. With PLS analysis technique in which the results could indicate a significant influence on the relationship Hedonic Value of the behavioral intention with customer satisfaction as an intervening variable.


Keywords


Hedonic Value, Customer Satisfaction, Behavioral Intention

Full Text:

PDF

References


Arnold, M. J., & Reynolds, K. E. (2003). Hedonic shopping motivations. Journal of Retailing, 79(2), 77–95. http://doi.org/10.1016/S0022-4359(03)00007-1

Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or Fun : Shopping Measuring Value Hedonic and Utilitarian. Journal of Consumer Research, 20(4), 644–656. http://doi.org/0093-5301

Gupta, S., McLaughlin, E., & Gomez, M. (2007). Guest Satisfaction and Restaurant Performance. Cornell Hotel and Restaurant Administration Quarterly, 48(3), 284–298. http://doi.org/10.1177/0010880407301735

Heung, V. C. S., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283–289. http://doi.org/10.1108/09596110310482209

Kotler, P., & Gertner, D. (2002). Country as brand, products, and beyond: A place marketing and brand management perspective. Journal of Brand Management, 9(4/5), 249. http://doi.org/10.1057/palgrave.bm.2540076

Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980–986. http://doi.org/10.1016/j.jbusres.2008.10.015

Mowen & Minor. (1998). Consumer Behavior. Prentice-Hall, 1998.

Schiffman, Leon G. , Kanuk, Leslie L. , & Wisenbilt, J. (2009). Consumer Behaviour.

Schneider et al. (2007). Estimating Causal Effect.

Sugiyono. (2005). Memahami Penelitian Kualitatif.

Sugiyono. (2007). Metodoloi Penelitian Kualitatif Kuantitatif DAN R&D.

Wahyudi, T., & Prawatya, Y. E. (2012). Analisis Pengaruh, 4(2), 34–38.

Wickey, J. L. (2010). Guest Satisfaction Analysis of a Casual Dining Restaurant: A Comparison of Tourist VS Non Tourist Satisfaction. B.S Florida Gulf Coast University.

Zeithaml, a, Berry, L., & Parasuraman, a. (1996). Behavioral Consequences of Service Quality. Journal of Marketing, 60(2), 31–46.


Refbacks

  • There are currently no refbacks.