ANTECEDENTS CUSTOMER DELIGHT AND CONSEQUENCES IT (Study on Padang Restaurants and Sundanese Restaurants in Jakarta)

Abstract

Urban people have a lifestyle of enjoying culinary as a tourist activity and sharing their dining experiences through social media. The purpose of this study was to determine whether 1) Perception of food authenticity, 2) Servicescape, 3) Service encounters affect local food experience, 4) Local food experience affects customer satisfaction, 5) Customer satisfaction affects 6) Revisit Intention and 7) Willingness to post and share photos to social media. This research method is a quantitative survey with an online questionnaire instrument with a purposive sampling technique to millennial consumers between 24 and 40 years old who live in Jakarta and surrounding areas in October 2021. The number of samples used is 160 and data analysis uses a Partial Least Square approach. -structural equation modelling using smart software pls 3.29. The results of this study indicate that there is an influence between the perception of food authenticity on the local food experience, there is an influence between the service atmosphere on the local food experience, there is an influence between the local food experience on customer satisfaction, there is an influence of customer satisfaction on the intention to return, as well as there is an influence customer satisfaction with the willingness to post and share photos on social media. However, there is no relationship between service encounters and local food experience.

What Drives Tourist Delight and Tourist Equity and Consequences in Tourist Loyalty

“…Affective experience is a feeling of pleasure or sadness that arises from the experience of seeing and using a particular brand or product (Ibrahim Rashid, 2019), The link with tourist deligh, where when a destination has an effective experience, it will increasingly make tourists satisfied, so tourists will feel happy. As research conducted by (Ibrahim Rashid, 2019), (Shoukat & Ramkissoon, 2022b) dan (Juliana et al, 2022;Yuliantoro & Antonio, 2022) shows that Affective experience has a positive and significant effect on tourist delight. H3: Affective experience has a positive and significant effect on tourist delight…”

“…The same thing was also researched by (Shoukat & Ramkissoon, 2022b) The results show that customer enjoyment in tourism will support effective interactions with place identities and co-creation of value for destination strategy development. This is also researched by (Nonot Yuliantoro, 2022) shows that Affective experience has a positive and significant influence on tourist deligh, because customer pleasure in tourism will support effective interaction with place identity and perceptions of authenticity of food at that destination.…”

“…(Rupini & Nandagopal, 2015). According (Juliana et al, 2022;Yuliantoro & Antonio, 2022) visual aspects that support tourist delight in musical performances on stage do not only depend on the sound produced by singers or musicians who are performing, but also additional components that have the potential to increase the enthusiasm of concert goers, such as dance, attractions, and other effects. dramatic lights.…”

“…Affective experience is related to Tourist Equity, where when a destination has an effective experience at that destination, the destination gets equity or a good response from tourists. As research conducted by (Juliana et al, 2022;Yuliantoro & Antonio, 2022) Delight, where tourists feel comfortable when they are at the destination, it will increasingly make tourists satisfied. Like the research done (Susanti & Riptiono, 2019), (Chiu et al, 2020) shows that Cognitive Experience has a positive and significant effect on tourist delight.…”

“…Behavioral Experience is the behavioral experience of tourists to visit and recommend the consequences of tourist interactions with a destination Yuliantoro & Antonio, 2022). Broadly speaking, behavioral experience is related to the experience of tourists with brands in carrying out certain actions.…”