TEENS AND THE HANG OUT LIFESTYLE: WHAT DRIVES TEENS SATISFACTION AND ATTITUDINAL LOYALTY?
https://doi.org/10.22146/jieb.28668 Risca Fitri Ayuni(1*)
(1) Brawijaya University
(*) Corresponding Author
Abstract
Introduction: Satisfying teens consumer group is critical to retain a larger market share in the future. Creating teens’ experience and value seems to be fundamental for enhancing both satisfaction and loyalty in cafes industry. Background Problem: This study examines the impact of customers’ experiences and the hedonic quality on teenagers’ satisfaction and attitudinal loyalty. Novelty: This study provides a new and comprehensive model of customer experience by adding hedonic value as a subjective experience to evaluate satisfaction and attitudinal loyalty. Research Method: Questionnaires were used to collect the data. Purposive sampling was chosen to select the respondents. Two hundred Indonesian teens participated in this study. In order to achieve the aim of this study, SPSS 23 and Partial Least Square (PLS) 3 were used. Seven out of ten hypotheses proposed in the study were supported. Findings: Three dimensions of customer experience (staff interaction, customer interaction and physical environment) have a significant effect on customers’ satisfaction, but only one dimension (physical environment) has an effect on customers’ attitudinal loyalty. An additional finding of this research is that all the hedonic quality dimensions (except hedonic emotional) have an effect on customers’ satisfaction. Lastly, customers’ satisfaction has a significant effect toward customers’ attitudinal loyalty. Conclusion: The findings suggested that a cafe’s manager or owner should pay attention to their customers’ experiences and their hedonic quality, in order to create customer satisfaction and enhance their attitudinal loyalty toward the cafe.
Keywords
Full Text:
PDFReferences
Ajzen., (2005). Attitudes, personality, and behaviour. McGraw-Hill International. Available at http://www.google.co.id/books?hl=en&lr=&id=dmJ9EGEy0ZYC&pgis=1
Ali, F., K. Ryu, and K. Hussain., 2015. Creative tourists' experience, memories, satisfaction and behavioural intentions. Journal of Travel and Tourism Marketing, 33(1), 85–100.
Ali, F., W.G. Kim., J. Li., and H. M. Jeon., 2016. Make it delightful: Customers’ experience, satisfaction, and loyalty in Malaysian Theme Parks. International Journal of Destination Marketing & Management.
Apfel, I., (1998). Tourism shakes up new business. Restaurant USA, 18 (1), 22-25.
Ariffin, H., M. Bibon., and R. Abdullah., (2012). Restaurant’s atmospheric elements: What the customer wants. Social and Behavioral Sciences, (38), 380-387.
Arnold, M. J. and K.E. Reynolds., (2003). Hedonic shopping motivations. Journal of Retailing, 79, 77-95.
Assael, H., (2004), Consumer behavior: A strategic approach, 6th. Ed Boston, MA: Houghton Mifflin Company.
Astuti, S., & Hanan, H. (2012). The behaviour of consumer society in consuming food at restaurants and cafes. Procedia-Social and Behavioral Sciences, 42, 429-435.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644-656.Bellini, J, (2016). The no 1 thing to consider before opening a restaurant. Available at https://www.cnbc.com/2016/01/20/heres-the-real-reason-why-most-restaurants-fail.html
Berry, L.L., and Wall E.A.., (2007). The combined effects of the physical environment and employee behavior on customer perception of restaurant service quality. Cornell Hotel and Restaurant Administration Quarterly, 48 (1), 59–69.
Bigné, J. E., Andreu, L., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management, 26(6), 833-844.
Bitner, M., (1992). Services capes: The impact of the physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71.
Bowen, J. and Shoemaker, S., (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25.
Brady,M.K., & Cronin,J.J., (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49.
Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105-114.
Brotherton, B. (2005). The nature of hospitality: Customer perceptions and implications. Tourism and Hospitality Planning & Development, 2(3), 139-153.
Castronovo, C. and Huang, L. (2012). Social media in an alternative marketing communication model. Journal of Marketing Development & Competitiveness, 6, 117-136.
Cetin, G., & Dincer, F.I., (2014). Influence of customer experience on loyalty and word-of-mouth in hospitality operations. Anatolia: An International Journal of Tourism and Hospitality Research, 25(2), 181–194.
Chaet, H. (2012). The tween machine. Adweek, June, 25, 44-47.
Chandon, P., B. Wansibk., and G. Laurent., (2000). A benefit congruency framework of sales promotion effectiveness. J. Mark, 64 (4), 65–81.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of marketing, 65(2), 81-93.
Chilkoti, A., (2016). Indonesia’s aspiring coffee kings. Available at: https://www.ft.com/content/ca663fb8-20e2-11e6-9d4d-c11776a5124d.
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287-298.
Chitturi, R., Raghunathan, R., & Mahajan, V. (2008). Delight by design: The role of hedonic versus utilitarian benefits. Journal of Marketing, 72(3), 48-63.
Collins, G. R., (2010). Usable mobile ambient intelligent solutions for hospitality customers. Journal of Information Technology Impact, 10(1), 45–54.
De Goede, I. H., Branje, S. J., & Meeus, W. H. (2008). Developmental changes in adolescents’ perceptions of relationships with their parents. Journal of Youth and Adolescence, 38(1), 75-88.doi:10.1007/s10964-008-9286-7
Deb, M. (2012). Evaluation of customer's mall preferences in India using fuzzy AHP approach. Journal of Advances in Management Research, 9(1), 29-44.
Desmet, P. M., & Hekkert, P., (2007). Framework of product experience. International Journal of Design, 1(1), 57-66.
Dhar, R., & Wertenbroch, K. (2000). Consumer choice between hedonic and utilitarian goods. Journal of Marketing Research, 37(1), 60-71.
Diefenbach, S., & Hassenzahl, M. (2011). The dilemma of the hedonic–Appreciated, but hard to justify. Interacting with Computers, 23(5), 461-472.
Dugan, E., (2015). 16 to 24-year-olds spend more on food than any other age group, says research. Available at http://www.independent.co.uk/news/uk/home-news/16-to-24-year-olds-spend-more-on-food-than-any-other-age-group-says-research-a6678596.html
Feloni, Richard., (2014). Food network chef robert irvine shares the top reasons restaurants fail. Available at http://www.businessinsider.com/why-restaurants-fail-so-often-2014-2/?IR=T
Fisk, A. D., W. Rogers., N. Charness., S. J. Czaja, and J. Sharit., (2004). Designing for older adults: Principles and creative human factors approaches. London, U.K: Taylor and Francis.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-21.
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: An investigation of university students’ travel behaviour. Tourism Management, 27(3), 437-452.
Glasman, Laura R., and Dolores Albarracin. Forming attitudes that predict future behavior: A meta-analysis of the attitude-behavior relation. Psychological Bulletin 132, no. 5 (2006): 778. Doi:http//dx.doi.org/10.1037/0033-2909.132.5.778.Goodstein, A. (2007). Teen marketing: Apple’s the master. Bloomberg Businessweek. http://www. businessweek. Com/augus2007.
Griffin, J., & Herres, R. T. (2002). Customer loyalty: How to earn it, how to keep it (p. 18). San Francisco, CA: Jossey-Bass.
Grove, S. J., Fisk, R. P., & Dorsch, M. J. (1998). Assessing the theatrical components of the service encounter: A cluster analysis examination. Service Industries Journal, 18(3), 116-134.
Guest, L., (1955). Twelve years later. Journal of Applied Psychology, vol. 39, pp. 405-408.
Gupta, S, and Vajic, M. eds., (1999). The contextual and dialectical nature of experiences in: J. Fitzsimmons, & M. Fitzsimmons, New service development. Thousand Oaks, CA: Sage.
Hair, J.F., B. Black., B. Babin., R.E. Anderson., and R.L Tatham., (2010). Multivariate data analysis. 7th ed. Englewood A Liffs, NJ: Prentice Hall.
Hair, J.F., B. Black., B. Babin., R.E. Anderson., and R.L Tatham., (2006). Multivariate data analysis. Upper Saddle River, NJ: Prentice-Hall.
Hair, J.F., C.M. Ringle., and M. Sarstedt., (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–151.
Hair, J.f., T.M. Hult., C.M. Ringle., and M. Sarstedt., (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Los Angeles: SAGE.
Hartson R, & Pyla, P. S. (2012), The ux book: Process and guidelines for ensuring a quality user experience. Roumeliotis R, Bevans D, editors. Waltham, MA, USA: Morgan Kaufmann (Elsevier); 2012.
Hassenzahl, M., (2005). The thing and i: Understanding the relationship between user and product. Funology: From usability to enjoyment, 31-42.
Hassenzahl, M., & Tractinsky, N. (2006). User experience-a research agenda. Behaviour & Information Technology, 25(2), 91-97.
Hassenzahl, M., Burmester, M., & Koller, F. (2003). AttrakDiff: Ein Fragebogen zur Messung wahrgenommener hedonischer und pragmatischer Qualität. In Mensch & computer 2003 (pp. 187-196). Vieweg+ Teubner Verlag.
Hassenzahl, M., (2008). User experience (UX): Towards an experiential perspective on product quality. In Proc. of the 20th International Conference of the Association Francophone D'interaction Homme-Machine. IHM '08, vol. 339. (2008) ACM, New York, NY, 11-15.
Hemmington, N. (2007). From service to experience: Understanding and defining the hospitality business. The Service Industries Journal, 27(6), 747-755.
Higgins, E. T. (2002). How self-regulation creates distinct values: The case of promotion and prevention decision making. Journal of Consumer Psychology, 12(3), 177-191.
Higgins, E. T., Idson, L. C., Freitas, A. L., Spiegel, S., & Molden, D. C. (2003). Transfer of value from fit. Journal of Personality and Social Psychology, 84(6), 1140-1153.
Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9(2), 132-140.
Holbrook, M. B. (Ed.). (1999). Consumer value: a framework for analysis and research. Psychology Press. Routledge: London
Hosany, S., & Witham, M. (2009). Dimensions of cruisers experience satisfaction, intention to recommend. Journal of Travel Research, 1-14.
Huang, J., & Hsu, C. H. (2010). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49(1), 79-92.
Hussein, A. S., Ismail, T., & Hapsari, R. (2015). The formation of brand loyalty in Indonesian restaurant industry. European Journal of Tourism, Hospitality and Recreation, 6(2), 67-98.
Internet World Stats., (2017). The world population and the top ten countries with the highest population. Available at: http://www.internetworldstats.com/stats8.htm
Jacoby, J., (1971). Brand loyalty: A conceptual definition. Proceedings, 79th American Psychological Association Convention, pp. 655-656
Jalil, N. A. A., Fikry, A., & Zainuddin, A. (2016). E-atmospheric effects on youth intention to revisit a cafe. Procedia Economics and Finance, 37, 497-503.
Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: How do these and other factors relate in a hotel setting?. International Journal of Contemporary Hospitality Management, 25(7), 970-993.
Jensen, Ø., & Hansen, K. V. (2007). Consumer values among restaurant customers. International Journal of Hospitality Management, 26(3), 603-622.
Jiang, Y., & Lu Wang, C. (2006). The impact of affect on service quality and satisfaction: the moderation of service contexts. Journal of Services Marketing, 20(4), 211-218.
Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974-981.
Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: How many dimensions?. Journal of Services Marketing, 21(1), 36-51.
Josiam, B. M., & Henry, W. (2014). Eatertainment: Utilitarian and hedonic motivations for patronizing fun experience restaurants. Procedia-Social and Behavioral Sciences, 144, 187-202.
Josiam, B. M., Mattson, M., & Sullivan, P. (2004). The Historaunt: Heritage tourism at Mickey's dining car. Tourism Management, 25(4), 453-461.
Kakar, A. K. S. (2017). Why do users prefer the Hedonic but choose the Utilitarian? Investigating user dilemma of Hedonic-Utilitarian choice. International Journal of Human-Computer Studies, 108, 50-61.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
Kao, Y. F., Huang, L. S., & Wu, C. H. (2008). Effects of theatrical elements on experiential quality and loyalty intentions for theme parks. Asia Pacific Journal of Tourism Research, 13(2), 163-174.
Kesari, B., & Atulkar, S. (2016). Satisfaction of mall shoppers: A study on perceived utilitarian and hedonic shopping values. Journal of Retailing and Consumer services, 31, 22-31.
Kim, W. G., & Moon, Y. J. (2009). Customers’ cognitive, emotional, and actionable response to the servicescape: A test of the moderating effect of the restaurant type. International Journal of Hospitality Management, 28(1), 144-156.
Kim, W. G., Li, J. J., & Brymer, R. A. (2016). The impact of social media reviews on restaurant performance: The moderating role of excellence certificate. International Journal of Hospitality Management, 55 (5), 41-51.
Kock, N. (2012). WarpPLS 3.0 user manual. Laredo, TX: ScriptWarp Systems.
Kotler, P., J. Bowen, and J. Makens., (1998). Marketing for hospitality and tourism. Englewood A Liffs, N J: Prentice Hall
Lashley, C. (2008). Studying hospitality: insights from social sciences. Scandinavian Journal of Hospitality and Tourism, 8(1), 69-84.
Lashley, C., Morrison, A., & Randall, S., (2005). More than a service encounter? Insights into the emotions of hospitality through special meal occasions. Journal of Hospitality and Tourism Management, 12 (1), 80–92.
Loureiro, S. M. (2010). Satisfying and delighting the rural tourists. Journal of Travel & Tourism Marketing, 27(4), 396-408.
Lugosi, P., Robinson, R. N., Golubovskaya, M., & Foley, L. (2016). The hospitality consumption experiences of parents and carers with children: A qualitative study of foodservice settings. International Journal of Hospitality Management, 54, 84-94.
Magnini, V. P., & Parker, E. E. (2009). The psychological effects of music: Implications for hotel firms. Journal of Vacation Marketing, 15(1), 53-62.
Mary. M, A. Lenhart, S. Cortesi, U. Gasser, M. Duggan, A. Smith., (2013). Teens, social media, and privacy. Available At http://www.pewinternet.org/2013/05/21/teens-social-media-and-privacy/, accessed on December 25th, 2017Mossberg, L. (2007). A marketing approach to the tourist experience. Scandinavian Journal of Hospitality And Tourism, 7(1), 59-74.
O'Connor, D. (2005). Towards a new interpretation of “hospitality”. International Journal of Contemporary Hospitality Management, 17(3), 267-271.
O’Dell, Brandon., (2008). The biggest mistakes restaurants make, and why they have a high failure rate. available at https://blog.bodellconsulting.com/2008/03/29/the-biggest-mistakes-restaurants-make-and-why-they-have-a-high-failure-rate/
Okada, E. M. (2005). Justification effects on consumer choice of hedonic and utilitarian goods. Journal of Marketing Research, 42(1), 43-53.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L, (1997). Satisfaction: A behavioral perspective on the consumer. Boston, MA: McGraw-Hill.
Peterson, Harley., (2017). Teens have a new favorite restaurant-and it’s not Starbucks. Available at http://www.businessinsider.sg/how-teens-are-spending-money-2017-4/?r=US&IR=T
Pine, B. J., & Gilmore, J. H. (1998). Welcome to the experience economy. Harvard Business Review, 76, 97-105.
Poushneh, A., & Vasquez-Parraga, A. Z. (2017). Discernible impact of augmented reality on retail customer's experience, satisfaction and willingness to buy. Journal of Retailing and Consumer Services, 34, 229-234.
Pullman, M. E., & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551-578.
Pullman, M. E., & Robson, S. K. (2007). Visual methods: Using photographs to capture customers' experience with design. Cornell Hotel and Restaurant Administration Quarterly, 48(2), 121-144.
Ruggless, Ron., (2017). Teen food spending hits new high. Available at http://www.nrn.com/consumer-trends/teen-food-spending-hits-new-high
Ryu, K., Lee, H. R., & Gon Kim, W. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200-223.
Ryu, K., & Han, H. (2011). New or repeat customers: how does physical environment influence their restaurant experience?. International Journal of Hospitality Management, 30(3), 599-611.
Ryu, K., & Jang, S. S. (2007). The effect of environmental perceptions on behavioral intentions through emotions: The case of upscale restaurants. Journal of Hospitality & Tourism Research, 31(1), 56-72.
Saleh, M.A.H., A. Althonayan., A. Alhabib., E. Alrasheedi, and G. Alqahtani., (2015). Customer satisfaction and brand switching intention: A study of mobile services in Saudi Arabia. Expert Journal of Marketing, 3 (2), 62-72
Sánchez, J., Callarisa, L., Rodriguez, R. M., & Moliner, M. A. (2006). Perceived value of the purchase of a tourism product. Tourism Management, 27(3), 394-409.
Schiff, J. (2007). How to market to teens: Keep it real and simple. http://www.ecommerce-guide.com, retrived: 10/7/2012.
Serkan, A., O. Göekhan., and A. Öemer., (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing Intelligence and Planning, 23(1), 89-103
Seyhmun Baloglu., (2002). Dimensions of customer loyalty: Separating friends from well wishers. Cornell Hotel and Restaurant Administration Quarterly, 43(1), 47-59.
Sim, J., Mak, B., & Jones, D. (2008). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality & Tourism, 7(3), 1-23.
Skogland, I., & Siguaw, J. A. (2004). Are your satisfied customers loyal?. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 221-234.
Slåtten, T., Krogh, C., & Connolley, S. (2011). Make it memorable: customer experiences in winter amusement parks. International Journal of Culture, Tourism and Hospitality Research, 5(1), 80-91.
Solomon, M.R., (1999). The value of status and the status of value. In: Holbrook, M.B. (Ed.), Consumer Value: A Framework for Analysis and Research. Routledge, London; New York.
Srivastava, M., & Kaul, D. (2016). Exploring the link between customer experience–loyalty–consumer spend. Journal of Retailing and Consumer Services, 31, 277-286.
Telfer, E., Eds., (2000). The philosophy of hospitableness. In: Lashley, C., Morrison, A. In search of hospitality: Theoretical perspectives and debates. Butterworth- Heinemann: Oxford.
Teng, C. C. (2011). Commercial hospitality in restaurants and tourist accommodation: Perspectives from international consumer experience in Scotland. International Journal of Hospitality Management, 30(4), 866-874.
Tepeci, M. (1999). Increasing brand loyalty in the hospitality industry. International Journal of Contemporary Hospitality Management, 11(5), 223-230.
Tombs, A. G., & McColl‐Kennedy, J. R. (2013). Third party customers infecting other customers for better or for worse. Psychology & Marketing, 30(3), 277-292.
United Nation., (2015). Youth population trends and sustainable development. Available at http://www.un.org/esa/socdev/documents/youth/fact-sheets/YouthPOP.pdf
United Nations Children’s Fund., (2011). The state of the world’s children 2011. Available at: https://www.unicef.org/adolescence/files/SOWC_2011_Main_Report_EN_02092011.pdf.
Vulliamy, Elsa., (2016). Why are teenagers so moody? Available at https://www.independent.co.uk/news/science/why-are-teenagers-so-moody-a6874856.html.
Wakefield, K. L., & Baker, J. (1998). Excitement at the mall: determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539.
Walls, A., Okumus, F., Wang, Y., & Kwun, D. J. W. (2011). Understanding the consumer experience: An exploratory study of luxury hotels. Journal of Hospitality Marketing & Management, 20(2), 166-197.
Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84-91.
Widiadana., (2017). Adolescent summit to address teen pregnancy. Available at: http://www.thejakartapost.com/news/2017/03/21/adolescent-summit-address-teen-pregnancy.html, accessed on May 25th, 2017
Wu, C. H. J., & Liang, R. D. (2009). Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants. International Journal of Hospitality Management, 28(4), 586-593.
Yang, H.E., W.-J. Cheng, J.-Y. Chan, B.-C. Pan, and C.-S. Chia., (2010, April). Applying an extended ES-Qual scale to assess the effects of e-service quality on online loyalty with customer satisfaction and perceived value as mediators. In Proceedings of the 9th WSEAS international conference on Applied computer and applied computational science (pp. 55-59). World Scientific and Engineering Academy and Society (WSEAS).. Hangzhou China. Available at http://www.wseas.us/e-library/conferences/2010/Hangzhou/ACACOS/ACACOS-08.pdf
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V.A., Bitner, M.J., & Gremler, D.D., (2006). Service marketing: Integrating customer focus across the firm (4th ed.).NewYork,NY: McGraw-Hill.
DOI: https://doi.org/10.22146/jieb.28668
Article Metrics
Abstract views : 4472
| 
views : 3826
Refbacks
- There are currently no refbacks.
Copyright (c) 2019 Journal of Indonesian Economy and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
| Journal of Indonesian Economy and Business |
| The Journal of Indonesian Economy and Business (print ISSN 2085-8272; online ISSN 2338-5847) is published by the Faculty of Economics and Business Universitas Gadjah Mada, Indonesia. The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
| © 2019 Journal of Indonesian Economy and Business | Visitor Statistics |