Analisa Pengaruh Customer Experience Terhadap Customer Satisfaction Pada Konsumen Di Rosetta's Cafe & Resto Surabaya

Roberto Gunawan Pranoto

Abstract


In the current era of globalization the success of a business required creative ideas from the businesses themselves. one of which is a culinary business. With the increasing growth of the effort restaurants and places to eat make business competition is tighter. Increasingly tight competition, the culinary businesses must create a customer experience that has dimensions of sense, feel, think, act, and relate that can make consumers feel happy and satisfied.

                This study aims to analyze the influence of Customer Experience of customer satisfaction to consumers in Rosetta's Cafe & Resto Surabaya. This study will be carried out by distributing questionnaires to 100 respondents consumers Rosetta's Cafe & Resto Surabaya. The analysis technique used is quantitative analysis with multiple linear regression method. Research proves that there is a significant influence of sense, feel, think, act, and relate to customer satisfaction in Rosetta's Cafe & Resto Surabaya.


Keywords


Rosetta’s Cafe & Resto Surabaya, Customer Experience, Customer Satisfaction

Full Text:

PDF

References


Bungin, Burhan. 2011. Metodologi Penelitian Kuantitatif. Jakarta : Kencana.

Chen, S.-C., & Lin, C.-P. (2014). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting & Social Change xxx (2014), pp. 1-11.

Danang ,Sunyoto. 2009. “ Analisis Regresi dan Uji Hipotesis”, MedPress, Yogyakarta

Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value With the Customer. European Management Journal Vol. 25, No. 5,, pp. 395–410.

Ghozali, I. (2005). Aplikasi analisis multivariate dengan program SPSS, Semarang: Badan Penerbit Universitas Diponegoro.

Kemenkeu.(2010).Profil Sektor Riil-Departemen Keuangan.(http://www.kemenkeu.go.id/sites/default/files/Profil%20Sektor%20Riil.pdf.)

Kotler, P. & Keller, K.L. (2008). Manajemen Pemasaran (12th ed.). Jakarta: PT. Indeks

Malhotra, N. (2004). Marketing Research, Fourth Edition. Prentice Hall: Pearson Education, Inc.

Malhotra, Naresh K.(2005). Riset Pemasaran Pendekatan Terapan, Jakarta: PT. Indeks.

Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard business review, 85(2), pp.116-126.

Schmitt, B. (1999). Experiential Marketing: How to Get Your Customers to Sense, Feel, Think, Act, Relate to Your Company and Branda. NewYork:FreePass

Simamora, Bilson. (2004). Riset pemasaran: Falsafah, teori, dan aplikasi. Jakarta:PTGramedia Pustaka Utama

Sugiyono. (2007). Memahami Penelitian Kuantitatif. Bandung. Alfabeta.

Sugiyono. (2006). Metode Penelitian Bisnis. Cetakan Kesembilan. Bandung : CV Alfabeta.

Tjiptono, Fandi dan Gregorius Candra. 2005. Service, Quality, and Satisfaction. Yogyakarta: Andi.

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing Vol. 85. No. 1, pp.31–41

Widiyanto,Ibnu.2008. Pointers: Metodologi Penelitian. BP Undip, Semarang

Zeithaml, Valerie A., Bitner, Mary Jo. 2006. Service marketing. New York: Mc. Graw Hill.


Refbacks

  • There are currently no refbacks.