Main Article Content
Abstract
Hearing the word Starbucks Coffee, people must know company shop coffee the biggest in world Which positioned as a coffee shop for the upper economic class as a lifestyle. The research conducted has the aim of analyzing the influence of hedonic lifestyle and customer experience on Customer Loyalty with the mediation variable Customer Satisfaction on Starbucks coffee customers, it is hoped that the research conducted can provide an overview of the hedonistic lifestyle and consumer experience in enjoying Starbucks coffee. The research conducted using a sample of Starbucks coffee consumers in the city of Semarang which has 14 coffee outlets, with 60 respondents with a purposive sampling technique, by distributing questionnaires via Google Form. The analysis technique uses an instrument test in the form of a validity and reliability test, while the data processing technique uses multiple regression analysis. The results of the study show that the hedonic lifestyle and customer experience variables have a positive influence on Customer Satisfaction and Customer Loyalty , mediation testing shows that the customer satisfaction variable is not a mediating variable, only a reinforcing variable.
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Article Details
References
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- Alphabet. Sulistyarini, Endang. 2009. “Creating Experiences Consumer with Experiential Marketing ”. Journal Management Business . Medan : USU Press.
- Azhari, Muhammad Iqbal; Dahlan Fanani; M.Kholid Mawardi. 2015. The Influence of Customer Experience on Customer Satisfaction and Customer Loyalty: A Survey on KFC Kawi Malang Customers. Journal of Business Administration. 28(1): 143-148
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- Chandra, S. 2014. The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya. iBuss Management. 2(2): 1-11
- Chang, H. H., & Chen, S. W. (2009). The Impact of Customer Interface Quality, Satisfaction and Switching costs on e-loyalty: Internet Experience as a Moderator. Computers in Human Behavior .
- Deng, ZY, Lua., KK Weib., & J. Zhanga. (2010). “Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China”, International Journal of Information Management, Vol. 30, p. 289–300.
- Dhurup, Maniall, (2014), "The Role of Hedonism, Fashion Involvement, and Emotional Gratification in Fashion Apparel Imupulse Buying Behavior in a Developing Country", Mediterranean Journal of Social Sciences, Vol 5, No. 8, May : pp 168-177.
- Fauziyah, Resty. 2011. "Influence Customer Experience To Satisfaction Consumer on Supermarket Medina Sharia Medan". Journal Economy And Business . Field: USU.
- Felicia, Fenny., Rianda E. and Sri Hartini. (2014), Compulsive Buying Tendency: The Role of Perfectionism and Hedonistic Lifestyle , Journal of Psychology 2014 Vol. 9 No. 3.
- Foster, Bob. (2015), The Influence of Product Assortment and Hedonic Lifestyle on Impulse Buying Visitors Trans Studio Mall (TSM) Bandung. Jurnal Sosiohumaniora, Volume 17 No. 1.
- Gea, Jonathan. 2007. “Customer Analysis Experience Timezone Thamrin plaza Medan”. Journal . Medan : FE – USU.
- Gentleman, 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 , 25 (5).
- Ghazali, Priest. 2007. Application Analysis Multivariate with Program SPSS . Semarang : Body University Publisher Diponegoro.
- Hirchman, Elisabeth C. and Morris B. Holbrook. (1982), Hedonic Consumption: Emerging Concepts, Methods and Propositions , Journal of Marketing, Vol. 46, no. 3.
- Indrawati, Devi. (2015), Influence Image Brand And Style Life Hedonist To Decision Purchase of “Zoya”, Journal of Economics and Management Research, July – December Vol.15. No.2.
- Korry, Putu Dyah Gemstone And Ketut Big Sri Dwiya. (2017), Influence Hedonism in Mediating Fashion Involvement on Impulse Buying Behavior in the Millennial Generation in Bali , Scientific Journal of Management and Business Vol.2 No.2.
- Minh, NV, Huu, NH, 2016. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness. 8(2): 103-116
- Pramudita, YA, & Japarianto, E. (2013). “Analysis of the influence of customer value and customer experience on customer satisfaction at De Kasteel resto Surabaya”, Petra Marketing Management Journal, Vol. 1, No. 1, pp.1-7.
- Prasetiyo, AR (2021). Analysis of Hedonic Lifestyle, Price, and Product Quality and Their Influence on Bicycle Purchasing Decisions in the COVID-19 Pandemic Era. Journal of Management Science Volume 9 Number 3, 9, 990–1001.
- Rizaldi, Mufti. (2016), Influence Style Life Hedonist To Decision Purchase On Smartphones Among Students Study at the Faculty of Economics, University of Surabaya State , Journal of Management Science Volume 4 Number 2.
- Sari, Paramita, (2014), “The Role of Hedonistic Lifestyle and Locus of Control in Explaining the Tendency of Shopping Addiction in Female Students of Isospol Brawijaya”, Journal of Marketing , pp. 1-14.
- Senjaya, VH, Semuel., & D. Dharmayanti. (2013). “The influence of customer experience quality on customer satisfaction and customer loyalty at cafe excelso tunjungan plaza surabaya: b2c perspective”, Petra Marketing Management Journal, Vol. 1, No. 1, p.1-15.
- Sianipar, Happy O. 2008. "Analysis Influence Customer Experience To Satisfaction Consumer On Amazon Sun Plaza Medan". Journal . Medan : FE- USU.
- Soegoto, US (2013). "Perception mark And trust to satisfaction And the impact on consumer loyalty”, EMBA Journal , Vol. 1, No. 3, pp. 1271-1283, September 2013.
- Thamrin, H., & Saleh, AA (2021). The Relationship Between Hedonistic Lifestyle and Consumptive Behavior in Female Students. Al-Qalb: Journal of Islamic Psychology, 11(2), 130–139. https://doi.org/10.35905/komunida/index
- Venkat, R. (2008). “Impact of customer experience on satisfaction, brand image and loyalty: A study in a business to business context”, Journal of Marketing , Sobey School of Business , pp.101-114.
- Vivian, S. (2020). The Influence of Brand Image and Hedonic Lifestyle on Generation Z Consumer Purchasing Decisions on Starbucks Products. Transaction Journal, 12(1), 51–66.
References
Ahmad, DG (2011). “Analysis of the relationship between customer experience and consumer loyalty at café gossip”, InSearch, University of Informatics and Business Indonesia, ISSN 2085- 7993, pp.1-17.
Alphabet. Sulistyarini, Endang. 2009. “Creating Experiences Consumer with Experiential Marketing ”. Journal Management Business . Medan : USU Press.
Azhari, Muhammad Iqbal; Dahlan Fanani; M.Kholid Mawardi. 2015. The Influence of Customer Experience on Customer Satisfaction and Customer Loyalty: A Survey on KFC Kawi Malang Customers. Journal of Business Administration. 28(1): 143-148
Barokah, S., Asriandhini, B., & Putera, MM (2021). Emotional Shopping as a Mediating Variable of Lifestyle and Hedonic Shopping Motivation in Impulsive Purchase Decisions of 3Second Products. Maker: Journal of Management, 7(2), 156–167. https://doi.org/10.37403/mjm.v7i2.360
Chandra, S. 2014. The Impact of Customer Experience toward Customer Satisfaction and Loyalty of Ciputra World Surabaya. iBuss Management. 2(2): 1-11
Chang, H. H., & Chen, S. W. (2009). The Impact of Customer Interface Quality, Satisfaction and Switching costs on e-loyalty: Internet Experience as a Moderator. Computers in Human Behavior .
Deng, ZY, Lua., KK Weib., & J. Zhanga. (2010). “Understanding customer satisfaction and loyalty: an empirical study of mobile instant messages in China”, International Journal of Information Management, Vol. 30, p. 289–300.
Dhurup, Maniall, (2014), "The Role of Hedonism, Fashion Involvement, and Emotional Gratification in Fashion Apparel Imupulse Buying Behavior in a Developing Country", Mediterranean Journal of Social Sciences, Vol 5, No. 8, May : pp 168-177.
Fauziyah, Resty. 2011. "Influence Customer Experience To Satisfaction Consumer on Supermarket Medina Sharia Medan". Journal Economy And Business . Field: USU.
Felicia, Fenny., Rianda E. and Sri Hartini. (2014), Compulsive Buying Tendency: The Role of Perfectionism and Hedonistic Lifestyle , Journal of Psychology 2014 Vol. 9 No. 3.
Foster, Bob. (2015), The Influence of Product Assortment and Hedonic Lifestyle on Impulse Buying Visitors Trans Studio Mall (TSM) Bandung. Jurnal Sosiohumaniora, Volume 17 No. 1.
Gea, Jonathan. 2007. “Customer Analysis Experience Timezone Thamrin plaza Medan”. Journal . Medan : FE – USU.
Gentleman, 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 , 25 (5).
Ghazali, Priest. 2007. Application Analysis Multivariate with Program SPSS . Semarang : Body University Publisher Diponegoro.
Hirchman, Elisabeth C. and Morris B. Holbrook. (1982), Hedonic Consumption: Emerging Concepts, Methods and Propositions , Journal of Marketing, Vol. 46, no. 3.
Indrawati, Devi. (2015), Influence Image Brand And Style Life Hedonist To Decision Purchase of “Zoya”, Journal of Economics and Management Research, July – December Vol.15. No.2.
Korry, Putu Dyah Gemstone And Ketut Big Sri Dwiya. (2017), Influence Hedonism in Mediating Fashion Involvement on Impulse Buying Behavior in the Millennial Generation in Bali , Scientific Journal of Management and Business Vol.2 No.2.
Minh, NV, Huu, NH, 2016. The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness. 8(2): 103-116
Pramudita, YA, & Japarianto, E. (2013). “Analysis of the influence of customer value and customer experience on customer satisfaction at De Kasteel resto Surabaya”, Petra Marketing Management Journal, Vol. 1, No. 1, pp.1-7.
Prasetiyo, AR (2021). Analysis of Hedonic Lifestyle, Price, and Product Quality and Their Influence on Bicycle Purchasing Decisions in the COVID-19 Pandemic Era. Journal of Management Science Volume 9 Number 3, 9, 990–1001.
Rizaldi, Mufti. (2016), Influence Style Life Hedonist To Decision Purchase On Smartphones Among Students Study at the Faculty of Economics, University of Surabaya State , Journal of Management Science Volume 4 Number 2.
Sari, Paramita, (2014), “The Role of Hedonistic Lifestyle and Locus of Control in Explaining the Tendency of Shopping Addiction in Female Students of Isospol Brawijaya”, Journal of Marketing , pp. 1-14.
Senjaya, VH, Semuel., & D. Dharmayanti. (2013). “The influence of customer experience quality on customer satisfaction and customer loyalty at cafe excelso tunjungan plaza surabaya: b2c perspective”, Petra Marketing Management Journal, Vol. 1, No. 1, p.1-15.
Sianipar, Happy O. 2008. "Analysis Influence Customer Experience To Satisfaction Consumer On Amazon Sun Plaza Medan". Journal . Medan : FE- USU.
Soegoto, US (2013). "Perception mark And trust to satisfaction And the impact on consumer loyalty”, EMBA Journal , Vol. 1, No. 3, pp. 1271-1283, September 2013.
Thamrin, H., & Saleh, AA (2021). The Relationship Between Hedonistic Lifestyle and Consumptive Behavior in Female Students. Al-Qalb: Journal of Islamic Psychology, 11(2), 130–139. https://doi.org/10.35905/komunida/index
Venkat, R. (2008). “Impact of customer experience on satisfaction, brand image and loyalty: A study in a business to business context”, Journal of Marketing , Sobey School of Business , pp.101-114.
Vivian, S. (2020). The Influence of Brand Image and Hedonic Lifestyle on Generation Z Consumer Purchasing Decisions on Starbucks Products. Transaction Journal, 12(1), 51–66.