INVESTIGATING THE GAP BETWEEN CUSTOMER EXPECTATION AND EXPERIENCE OF INSTAGRAM USERS IN SURABAYA, INDONESIA

Authors

  • Yovita Angelina
  • Endo Wijaya Kartika

Keywords:

Anak Pra-sekolah, hubungan orang tua dan anak, cerita rakyat

Abstract

This study is to investigate the impact of instagram to the expectation and experience of the customer in restaurant in Surabaya, Indonesia. The data produced by using Microsoft excels. It shows what contents that build the customers expectation and how they rate their experiences.  The results show that the contents of instagram that caused and built their content have positive impacts to their experience

References

Adani, S. (2015) ‘Effect of Celebrity Endorsement on Purchase Intention and the Intercourse with Customer Satisfaction in Local Brand (Case Study: The use of Ask.fm artist by We Are the Walrus).’ International Conference on Trends in Social Sciences and Humanities, pp. 105-110.

Amus, B. (2012) Pizza Hut and Good Complaint Handling. [Online] [Accessed on 25th October 2016] http://www.epicurina.com/articles/14-customer-experience/143-pizza-hut-and-good-complaint-handling

Cohn, M. (2016) The Impact of Social Media on Advertising. CompuKol Communication LLC. [Online] [Accessed on 10th October 2016] http://www.compukol.com/the-impact-of-social-media-on-advertising/

Esmailpour, M et al. (2012) ‘The Influence of Service Quality on Customer Satisfaction: Customers of Boushehr Bank Sepah as a Case Study.’ Interdisciplinary Journal of Contemporary Research in Business. 3(9) pp. 1149-11959.

eMarketer. (2016) Instagram Continues Double-Digit Growth. [Online] [Accessed on 5th October 2016] http://www.emarketer.com/Article/Instagram-Continues-Double-Digit-Growth/1013612

Evans, D. (2012) Social Media Marketing an Hours a Day.2nd Ed., Canada: John Wiley & Sons, Inc.

Heather. (2015) What the Millennial Diner Wants in a Restaurant. [Online] [Accessed on 25th October 2016] http://mediacaddy.com/what-millennial-diners-want/

HMG Hospitality Team. (2015) Millennials and Technology Go Together Like Wine and Cheese. [Online] [Accessed on 25th October 2016] http://hmghospitality.com/more-tech-less-drama-is-what-millennial-guests-die-for/

Instagram. (2016) FAQ. [Online] [Accessed on 23rd October 2016] https://www.instagram.com/about/faq/

Instagram. (2016) Instagram Today: 500 Million Windows to the World. [Online] [Accessed on 5th October 2016] http://blog.instagram.com/post/146255204757/160621-news

Izdihar, D. (2016)6 Most Common Restaurant Complain in Restaurant. [Online] [Accessed on 23rd October 2016] http://www.restofocus.com/2014/12/6-complaint-tamu-yang-paling-sering.html

Kusinitz, S. (2014) 16 Stats That Prove Social Media Isn't Just a Fad [New Data].[Online] [Accessed on 13th October 2016] http://blog.hubspot.com/marketing/social-media-roi-stats#sm.000v324k219pcfhdv6u1ohvou39ry

Lieb, R. (2011) Content marketing. USA: Que Publishing.

Loraz, S. (2016) Social media in Indonesia: big numbers with plenty of room to grow. [Online] [Accessed on 13th September 2016] Available from: https://www.clickz.com/social-media-in-indonesia-big-numbers-with-plenty-of-room-to-grow/94062/

Mealey, L. (2016) 10 Millennial Restaurant Dining Trends. [Online] [Accessed on 24th October 2016] https://www.thebalance.com/millennial-restaurant-dining-trends-2888291

Meyer, C & Schwager, A. (2007) ‘Understanding Customer Experience.’ Harvard Business Review, 85(2) pp. 116-127.

Neti, S. (2011)’Social Media and Its Role in Marketing.’ International Journal of Enterprise Computing and Business Systems, 1(2) pp.1-15.

R Magazine. (2016) The Impact of Millennial Culture on the Restaurant Industry. [Online] [Accessed on 24th October 2016] http://rmagazine.com/impact-of-millennial-culture-on-the-restaurant-industry/

Sachs, G. (2016) Millenials. [Online] [Accessed on 24th October 2016] http://www.goldmansachs.com/our-thinking/pages/millennials/

Safko, L & Brake, D K. (2009). The Social Media Bible. New Jersey: John Wiley & Sons, Inc.

Shjarback, J. (2014) What Are Different Types of Internet Marketing Strategies [Online] [Accessed on 13th September 2016] http://www.business2community.com/online-marketing/different-types-internet-marketing-strategies-07451761v8hRWYMmhxxvLdg.97

Short Stack. (2016) 4 Things You Must Do Before Hosting an Instagram Contest. [Online] [24th October 2016] http://www.shortstack.com/4-things-you-must-do-before-hosting-an

Solari. (2014) Social Media and Its Effect on Communication. Unknown place of publication: Solari Communication. [Online] [Accessed on 5th October 2016] Available from: http://www.solari.net/documents/position-papers/Solari-Social-Media-and-Communication.pdf

Statisca. (2016) Number of social network users worldwide from 2010 to 2020 (in billions). [Online] [Accessed on 4th October 2016] https://www.statista.com/statistics/278414/number-of-worldwide-social-network-users/

instagram-contest/

Sung, A. (2013) ‘What Millennials Want.’ FSR Magazine. [Online][Accessed on 24th October 2016] https://www.fsrmagazine.com/restaurant-experience/what-millennials-want

Steinberg, S. (2015) Millennial Vs. Boomers: Habits and Characteristics. [Online][Accessed on 24th October 2016] http://parade.com/417128/scott_steinberg/millennial-vs-boomers-habits-and-characteristics

Turner, P. ‘Freshman Initiatives: Meeting the Needs of the Millennial Generation.’ Presentation at Georgia State University, 9 January 2015.

Turow, E. (2015) Why Millennials Are So Obsessed with Food. [Online][Accessed on 24th October 2016] http://www.mindbodygreen.com/0-21604/why-millennials-are-so-obsessed-with-food.html

Wainwright,C. (2015) Content Marketing Strategy: A Comprehensive Guide for Modern Marketers. HubSpot. [Online] [Accessed on 4th October 2016]http://blog.hubspot.com/marketing/content-marketing-strategy-guide#sm.000v324k219pcfhdv6u1ohvou39ry