PENGARUH EXPERIENTIAL MARKETING TERHADAP KEPUASAN PELANGGAN STARBUCKS COFFEE SHOP
Abstract
ABSTRACT
Experiential Marketing can create an advantage for the producer because the sale is not a product or service but a pleasant experience, so that the products and services have more selling value compared to competitors although offered the same. (source: Yuliastuti and Palupi, 2004). This difference that makes customers willing to pay dearly with pleasure and without feeling compelled to get the desired product or service. These experiences are decisive for customer satisfaction and create their own brand loyalty. Customer satisfaction is very important for the life of a business, if what the customer receives in accordance with expectations then the customer will feel satisfied and re-buy and if the customer receives that is not appropriate or are below expectations then the customer will feel dissatisfied. Therefore, every business must pay attention to the customer and if the customer is satisfied then indirectly the customer will become a free marketing force for the company's business. The purpose of this study is to determine the effect of experiential marketing on customer satisfaction. The object of this research is Starbucks Coffe. The result of data analysis shows that there is a significant influence together between experiential marketing variables (sense (X1), feel (X2), think (X3), act (X4) and relate (X5)) to customer satisfaction (Y) it is known from the calculated value of the F test that has a significance value of 0.000 below 0.05. Partial test results also show the influence of sense (X1), feel (X2), think (X3), act (X4) and relate (X5) to customer satisfaction (Y) with t test significance value less than 0.05. The amount of influence of all variables on customer satisfaction (Y) is 83.6%, while the rest of 16.4% is caused by other variables not examined in this study. With this result the first hypothesis of research is accepted truth.
Â
Kata Kunci : Experiential Marketing, Kepuasan Pelanggan.
Â
Downloads
References
DAFTAR PUSTAKA
A. Michelli, Joseph. 2007. The Starbucks Experience.
Andreani, F. 2007. Experiential marketing (Sebuah Pendekatan Marketing), Jurnal Manajemen Pemasaran, Vol. 2, No. 1, April 2007.
Arikunto, Suharsimi. 1998. Prosedur Penelitian Suatu Pendekatan Praktek. Edisi Revisi. Jakarta : Rineka Cipta.
Buchari, Alma. 2007. Manajemen Pemasaran dan Pemasaran Jasa. Bandung : Alfabeta.
Dharmmesta, Basu Swastha. 1997. Azas-Azas Marketing. Yogyakarta : Liberty.
Djarwanto. 2000. Metode Penelitian. Jakarta : Ghalia Indonesia
Dutka, Alan. 1994. AMA Hand Book for Customer Satisfaction. Lincolnwood : NTC Bussiness Book
Husein, Umar. 2002. Metodologi Penelitian: Aplikasi Dalam Pemasaran. , Jakarta : Penerbit Gramedia Pustaka Utama.
Jogiyanto. 2008. Metodologi Penelitian Sistem Informasi. Yogyakarta : CV. Andi Offset.
Junaidi, Shellyana dan Dharmmesta, Basu Swastha, 2002, Pengaruh Ketidakpuasan Konsumen, Karakteristik Kategori Produk, Dan Kebutuhan Mencari Variasi Terhadap Keputusan Perpindahan Merek, Jurnal Ekonomi dan Bisnis Indonesia, Vol, 17, No.1.
Kao, Raymond Russel M, Knight. 2007. Entrepreneurship and New Venture Management. Ontario, Canada : Prentice – Hall Scarborough
Kotler, Philip. 2005. Manajemen Pemasaran, Edisi Bahasa Indonesia Kesebelas Jilid 1. PT.Indeks.
Kuncoro, Mudrajda. 2003. Metode Riset untuk Bisnis dan Ekonomi. Jakarta : Erlangga
Kotler, Philip. 2000. Manajemen Pemasaran Analisis Perencanaan Implementasi dan Pengendalian. Jilid 2, Terjemahan. Jakarta : Prenhalindo
Lupiyoadi, Rambat dan A. Hamdani. 2006. Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta : Salemba Empat.
Mustafa, Zainal E. Q. 1994. MicroStat untuk Mengolah Data Statistik. Yogyakarta : CV. Andi Offset
Palupi, dan Yuliastuti. 2004. Analisis Pengaruh Pendekatan Experiential Marketing Yang Menciptakan Kepuasan Konsumen Pada Pengguna Blackberry Smartphone. Semarang.
Pangestu, Subagyo. 1990. Statistik Induktif, Yogyakarta : Penerbit BTFE.
Pine, B Joseph II and James H, Gilmore. 1999. Welcome to The Experience Economic Harvard Business Review. London
Rangkuti, Freddy. 2003. The Power of Brand : Teknik Mengelola Brand Aquity dan Strategi Pengembangan Merek. Jakarta : Gramedia.
Samuel, Hatane and Foejiawati. 2005. Pengaruh Kepuasan Konsumen Terhadap Kesetiaan Merek. Jurnal Manajemen & Kewirausahaan.
Schmitt, Paul R. 1999. Marketing Communicattion An Integrated Approach 2nd Edition. London : Kogan Page Lmt.
Sugiyono. 2004. Metode Penelitian Bisnis. Bandung : CV. Alfa Beta
Sumarwan, Ujang. 2004. Perilaku Konsumen. Bogor : Penerbit Ghali Indonesia.
Sunyoto, Danang. 2012. Konsep Dasar Riset Pemasaran dan Perilaku Konsumen. Cetakan Pertama. Yogyakarta : Caps (Center for Academic Publishing Service).
Supranto, J. 2011. Pengukuran Tingkat Kepuasan Pelanggan. Cetakan Keempat. Jakarta : Rineka Cipta.
Suprianto, S. dan Ernawati. 2010. Pemasaran Industri Jasa Kesehatan. Yogyakarta : CV. Andi Offset
SWA Magazine no.6/xx/18-31 Maret 2004
Tjiptono, F dan Chandra. 2005. Service, Quality & Satisfaction. Yogyakarta : Andi Offset.
http://kedaicangkirkopi.blogspot.com/2009/02/barista-adalah.html
http://id.wikipedia.org/wiki/Starbucks
http://administrasibisnis.studentjournal.ub.ac.id
Authors whose manuscript is published will approve the following provisions:
- The right to publication of all journal material published on the JEM17: Jurnal Ekonomi Manajemen website is held by the editorial board with the author's knowledge (moral rights remain the property of the author).
- The formal legal provisions for access to digital articles of this electronic journal are subject to the terms of the Creative Commons Attribution-ShareAlike (CC BY-SA) license, which means JEM17: Jurnal Ekonomi Manajemen reserves the right to store, modify the format, administer in the database, maintain and publish articles without requesting permission from the Author as long as it keeps the Author's name as the owner of Copyright.
- Printed and electronically published manuscripts are open access for educational, research, and library purposes. In addition to these objectives, the editorial board shall not be liable for violations of copyright law.