STUDI DESKRIPTIF CUSTOMER EXPERIENCE BERDASARKAN KANO’S MODEL DI STARBUCKS GALAXY MALL SURABAYA
Abstract Views:
256 times
PDF - FULL TEXT Downloads:
368 times
Abstract
Penelitian ini bertujuan untuk menggambarkan Customer experience yang diberikan oleh pihak Starbucks Galaxy Mall di Surabaya kepada konsumen. Jenis penelitian yang digunakan adalah penelitian deskriptif dengan menggunakan dimensi Sense, Feel, Think, Act, dan Relate. Hasil penelitian menunjukkan bahwa terdapat 4 kategori Kano yang terdapat dalam atribut Customer experience yaitu Must-be, One dimensional, Attractive, dan indifferent. Dan hasil penelitian yang dilakukan tidak mendukung penelitian sebelumnya, yaitu terdapat perbedaaan hasil kategori Kano. Hal ini dikarenakan setiap tempat usaha jasa restoran (kafe) mempunyai kesan/nilai yang berbeda untuk disampaikan ke pelanggan. Selain itu faktor perbedaan negara dimana gaya hidup, peraturan, dan kebiasaan masyarakat yang berbeda juga menjadi penyebab terdapat perbedaan hasil kedua penelitian ini.
Downloads
References
Liu, Kuang-Tai et al. 2012. Starbucks Experience Explored In Taipei. The Journal of Human Resource and Adult Learning, Vol. 8, No.2:107-116.
Mihaela, Angela. Experiental Marketing vs Traditional Advertising. George Bacovia University, Bacau, Romania.
Pine II, B. Joseph and Gilmore, James H. Welcome To The Experience Economy. Harvard Business School Press, Boston Massachusetts, Vol. 76: 98-105.
Rosa, Syaifani Elma et al. 2013. Analisis Preferensi Konsumen Terhadap Produk Kebab Dengan Metode Kano ( Studi Kasus di Outlet “Kayana Kebab & Burger”,Malang). Jurnal Teknologi Industri Pertanian, Universitas Brawijaya.
Salim, Kenny Febrina et al. 2015. Pengaruh Customer Experience Dan Kepercayaan Terhadap Kepuasan Konsumen Di TX Travel Klampis. Jurnal Manajemen Perhotelan, Universitas Kristen Petra.
Schmitt, Bernd H. 1999. Experiental Marketing: How To Get Customer To Sense, Feel, Think, Act And Relate To Your Company Brands. The Free Press, New York.
Semuel, Hatane et al. 2007. Perilaku Dan Keputusan Pembelian Konsumen Restoran Melalui Stimulus 50% Discount Di Surabaya. Jurnal Manajemen Pemasaran, Universitas Kristen Petra, Vol. 2, No,2: 73-80.
Tjiptono, Fandy. 2002. Prinsip-Prinsip Total Quality Service (TQS). Yogyakarta: Andi.
Tjiptono, Fandy., Chandra,G. 2011. Service, Quality & Satisfaction. Yogyakarta: Andi.
Walden, David. 1993. Kano’s Methods For Understanding Customer-Defined Quality. Center For Quality Of Management Journal, Vol. 2, No. 4.
Walter, Ute., Edvardsson,Bo. 2012. The Physical Environment As A Driver Of Customers Service Experience At Restaurants. International Journal of Quality and Service Sciences, Vol. 4: 104-119.
Wijaya, Tony. 2011. Manajemen Kualitas Jasa. Permata Puri Media, Jakarta.
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
